Team Lead, Customer Service

About You

CARSOME is on the hunt for a talented and experienced Team Lead, Customer Service. This position will assist agent for to improve quality from the agent at CARSOME.

Your Day-to-Day

• Lead and manage a team of customer service representatives, providing guidance and support to ensure high performance
  
• Provide product information, troubleshooting assistance, and technical support, while ensuring consistent and accurate responses
  
• Track team performance metrics and provide regular reports to management
  
• Provide daily reports on customer interactions and transactions using Zoho and CMS software or other tools
  
• Resolve complex customer issues and complaints, escalating cases to relevant stakeholders or management as needed
  
• Collaborate with internal teams to address customer concerns and implement process improvements
  
• Contribute to the development of training materials, support documentation, and FAQs for the team

Your Know-How

• At least 2 years of experience in a customer service or team leadership role is preferred
  
• Prior experience in the automotive industry is an advantage but not mandatory
• Strong problem-solving abilities and attention to detail
• Ability to multitask, priorities, and manage time effectively in a fast-paced environment
• A positive attitude and a commitment to delivering exceptional customer experiences
• Willingness to work a flexible schedule, including weekends and public holidays
• Excellent verbal and written communication skills in English and Bahasa Malaysia
• Ability to speak in Mandarin/Hokkien/Cantonese is an advantage

Last updated on Aug 9, 2024