Job Information
Carsome Team Lead, Customer Service in Kelana Jaya, Malaysia
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