Customer Care Team Lead - Bangsar Trade CenterAbout the roleAs the Customer Care Team Lead, you will be responsible for leading a team of customer service professionals at J&T EXPRESS (MALAYSIA) SDN.
BHD.
's Bangsar Trade Center.
In this full-time role, you will be the primary point of contact for customers, ensuring exceptional service and driving continuous improvement within the customer care function.
What you'll be doing
Oversee and manage a team of customer service representatives, providing coaching, training, and performance feedback to ensure high-quality service delivery.
Liaise with customers to understand their needs and resolve any issues or concerns in a timely and effective manner.
Analyse customer feedback and data to identify areas for improvement and implement strategies to enhance the overall customer experience.
Collaborate with cross-functional teams to streamline processes and implement new initiatives to drive customer satisfaction.
Monitor key performance indicators and provide regular reports to management on team and individual performance.
Foster a positive, customer-centric team culture and encourage continuous learning and development.
What we're looking for
Minimum 3 years of experience in a customer service team leader or supervisory role, preferably in the call centre or logistics industry.
Strong communication, interpersonal, and problem-solving skills, with the ability to effectively manage and motivate a team.
Proficient in using customer service software and data analysis tools to monitor and improve performance.
Excellent organisational and time management skills, with the ability to multitask and prioritise effectively.
A customer-centric mindset and a passion for delivering exceptional service.
Fluency in both English and Bahasa Malaysia.#J-18808-Ljbffr