Call Center Team Leader - Inbound - Social Media

Responsibility

Job Summary

We are seeking a motivated and experienced Call Center Team Leaders to oversee our team of customer service representatives. The ideal candidate will be responsible for ensuring the team meets performance goals, maintaining a high level of customer satisfaction, and fostering a positive working environment.

The Call Center Team

Leader will handle escalated customer complaints, monitor calls for quality assurance, and provide coaching and feedback to team members to improve performance. This role requires strong leadership skills, excellent communication abilities, and a passion for customer service excellence.

Key Responsibilities

  • Supervise a team of customer service representatives.
  • Monitor team performance metrics such as call handling time, adherence to scripts, and other Ad-Hoc task.
  • Provide coaching, training, and mentorship to team members to improve their skills and performance.
  • Handle escalated customer complaints and issues, resolving them in a professional and efficient manner.
  • Conduct regular performance evaluations and provide feedback to team members.
  • Develop and implement strategies to improve productivity and efficiency within the team.
  • Collaborate with other departments to ensure seamless customer service delivery.
  • Maintain up-to-date knowledge of company products, services, and policies.
  • Prepare reports and analyze data to identify trends and opportunities for improvement.
  • Foster a positive and motivating work environment that encourages teamwork and collaboration.

Key Requirement

  • SPM /Diploma holders with 1 - 2 years of team lead experience preferred.
  • Customer-centric / Strong customer service mindset
  • Good team player with commitment and initiative with the willingness to step into a leadership role.
  • Independent and resourceful, and able to work under pressure.
  • Desire to help others with patience and empathy.
  • Meticulous, well organized, and with the ability to analyze and solve problems.
  • Able to multi-task and effectively manage time.

Required skill (s): Communication skill, Customer Service, Microsoft Office.

Good communication skills with written and verbal proficiency in English and Bahasa Malaysia.

How this career will benefit you:

Career Path: You will have the opportunity to climb the corporate ladder to a managerial role in the future.

Training & Development: TechnoMech provides internal & external training to employees who would like to improve their communication & business writing skills.

Additional benefits - Performance incentives

Are you ready to make that career shift? Trust us, this role has been always on-demand and you will grow a great portfolio with us. This opportunity does not come often.

Contract length: subject to yearly renewal.

Application Deadline: Ongoing Process

Expected Start Date: Immediate

Nationality: Only Malaysian

Salary: Negotiable according to experience

Job Types: Full-time, Contract, Fresh graduate

Contract length: 12 months

Benefits: Health insurance , Maternity leave , Opportunities for promotion , Parental leave

Schedule: Rotational shift

Supplemental pay types: Overtime pay , Performance bonus

Education: SPM / Diploma/Advanced Diploma (Preferred)

Language

English (Preferred)

Bahasa (Preferred)

Shift availability

Day Shift (Preferred)

Night Shift (Required)

Expected Start Date: With immediate effect

Job Types: Full-time, Contract

Pay: RM2,700.00 - RM4,000.00 per month

Benefits

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Parental leave
  • Professional development
Education:
  • STM/STPM (Preferred)
Experience:
  • Call Center: 1 year (Preferred)
Language:
  • Bahasa Malaysia (Preferred)
  • English (Preferred)
Work Location: In person
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