Customer Service Team Leader

Job Summary

To manage and supervise day-to-day operations of the customer service representatives in providing to support Voice, Chat and Email interactions. To be in charge to drive achievement of all the KPI metrics and set SLA for the customer support operations

Roles and Responsibilities

• Directing and overseeing CSR.
• Assist in planning CS/Email/Chat strategies and training.
• Motivate and lead CSR behavior and culture.
• Manage in operational guidelines at team level to align with customer & supplier driven business unit operational needs.
• Manage by metrics.
• Personal accountability for Customer Experience scores.

Requirement

• Minimum 5 years Customer Service Experience in a BPO environment.
• Preferably experiences in supporting SEA and/or SPAC.
• Minimum 3 years’ experience as a Team Leader.
• Minimum Degree.
• Able to speak good command of English and Bahasa Melayu.