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Team Lead, VIP Customer Service (Mandarin & English Support)

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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Manages and supervises a VIP customer service team, tracks team performance indicators, and builds the brand image of VIP managers. Focuses on efficient operations, product optimization, and enhancing team member abilities.

Requirements

  • Bachelor's degree or above.
  • Strong sense of responsibility with full execution ability. Proactive work attitude with a spirit of leading by example. Has good affinity, communication, and coordination skills. Good at stress tolerance.
  • At least 2 years of experience managing a customer service team with at least 10 members.
  • Good sensitivity and foresight, with a certain degree of innovation.
  • Experience in VIP services or operations is preferred.
  • Excellent spoken and written in English and Chinese as the role requires to deal with China Mandarin speaking counterparts.

    • Responsibilities

  • Responsible for the daily management and supervision of the VIP team, tracking and completing various data indicators of the team, and building the brand image of VIP managers.
  • Dedicated to the execution of the team's goals, planning, and policies, as well as formulating, optimizing, and supervising processes and systems to ensure efficient work operations.
  • Familiar with competitive products, continuously promoting product optimization to ensure an excellent product experience for VIP users, and increasing VIP users’ engagement.
  • Enhance team members' abilities by providing work assistance and training, improving individual skills, and effectively practicing leadership.
  • Coordinate departmental cooperation, enhancing collaboration between departments to complete work more efficiently.
  • Ensure timely follow-up and handling of exceptional situations, promptly follow up and intervene in handling special or widely impactful issues.

    • Benefits

  • Competitive remuneration package (Base salary, KPI allowance, Shift allowance)
  • Meal allowance up to RM 500/ month
  • Unlimited transport allowance (T&C apply)
  • Monthly team building
  • RM 3,500 training & wellness benefits per annum
  • Yearly bonus
  • Convenient workplace (5 minutes walk from MRT TRX)
  • Insurance coverage for employees & dependants
  • 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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