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Team Lead, Customer Service

OKX
Kuala Lumpur, Malaysia
Full time
On site

Overview

Department

Customer Service

Job type

Full time

Compensation

Salary not specified

Location

Kuala Lumpur, Malaysia, Southeast Asia

Company size

Mature [ 50+ employess ]

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Oversee Customer Service Operations, monitoring metrics like customer satisfaction and productivity. Ensure service quality and work cross-functionally with stakeholders.

Requirements

  • Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.
  • Experience leading large (>15 members) and diverse teams.
  • Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
  • Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.
  • A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.
  • Fluency (Verbal & Written) in English is required – Mandarin is a plus.
  • Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
  • Willingly to work according to given schedule to support 24x7 operations.
  • Display ownership and accountability for offering solutions to benefit our customers and the business
  • Responsibilities

  • Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.
  • Ensure good quality of services and strict adherence to processes.
  • Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
  • Participate in recruitment activities (screening, interviewing).
  • Ensuring daily operation runs smoothly. Report incidents to stakeholders in a timely manner.
  • Provide performance monitoring of KPIs, identify trends and issues in Service quality.
  • Conduct weekly/monthly performance reviews with customer service agents.
  • Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
  • Conduct process update/improvement projects and workshops.
  • Communicate business updates, policy changes, and any relevant information to stakeholders in a timely manner.
  • Planning customer service agent's monthly schedules while managing daily shrinkages
  • Benefits

  • Competitive remuneration package (Basic Salary + Yearly Bonuses).
  • Meal Allowance up to RM 500/month
  • Monthly Team Building
  • RM 2500 Benefits per annum (Training & Wellness)
  • Convenient workplace (5 minutes walk from MRT TRX).
  • Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
  • Employee engagement, recognition and appreciation program.
  • Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.
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