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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

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