Team Leader Customer Service (Cantonese Speaker)

Location: Megan Avenue 2, Kuala Lumpur (MRT/ LRT accessible)
Working Arrangement: 5 days in office (Duty Roster between 7am to 12am, with 8 working hours per day)

What You Will Deliver

• Oversee the day-to-day operations of the center
• Allocate manpower resources effectively across all shifts
• Motivate frontline team members to consistently improve performance
• Ensure KPIs are met in accordance with company guidelines and standards
• Identify and address existing and potential obstacles and gaps within the Customer Service (CS) team
• Manage team performance, including handling underperformers and outliers through performance improvement plans
• Handle customer complaints and issues via email and various online platforms
• Deliver professional customer service to ensure a positive experience for all customers
• Handle both inbound and outbound customer calls if required

• Holder of an Associate’s Degree or higher
• Minimum 3 years of experience in a call center (experience in complaint handling is a plus)
• Proven team leadership experience, with the ability to manage diverse personalities and performance levels
• Strong command of written and spoken Cantonese, Chinese, and English
• Proficient in Microsoft Office
• Proactive problem-solver who can anticipate and mitigate challenges
• Strong interpersonal and communication skills
• Mature, independent, and highly motivated

• Competitive salary package with attractive attendance and incentive bonuses
• Fixed allowances (including meal and transport)
• On-the-job training and continuous learning opportunities
• A company culture that promotes growth, improvement, and career advancement
• Rotational shifts: Morning, Noon, and Night (ending by 12am) — no overnight shifts