Mandarin Team Lead ( Airlines and Ticketing Experience) (Night Shift Only)About the roleTDCX Malaysia is seeking a talented Mandarin Team Lead to join our Airlines team.
In this full-time role based in Kuala Lumpur City Centre, you will play a pivotal part in leading and empowering a team of Mandarin-speaking customer service professionals, ensuring exceptional service delivery to our valued clients in the airline and ticketing industry.
What you'll be doing
Oversee and manage a team of Mandarin-speaking customer service representatives, providing guidance, coaching and support to drive excellence in performance
Monitor team productivity and quality metrics, identifying areas for improvement and implementing effective strategies to enhance team performance
Facilitate team meetings, training sessions and one-on-one discussions to foster a positive and engaging work environment
Collaborate with cross-functional teams to resolve complex customer issues and ensure seamless communication and coordination
Provide timely feedback and recognition to team members, motivating them to achieve their full potential
Contribute to the development and implementation of process improvements, technology enhancements and operational efficiency initiatives
Serve as a subject matter expert, offering guidance and support to team members on product knowledge, company policies and industry best practices
What we're looking for
Fluency in both Mandarin and English, with excellent communication and interpersonal skills
Minimum 2-3 years of experience in a customer service supervisory or team lead role, preferably in the airline or travel industry
Demonstrated ability to lead, motivate and develop a high-performing team, with a focus on continuous improvement
Strong problem-solving and decision-making skills, with the ability to think critically and provide creative solutions
Proficiency in data analysis and reporting, with the ability to interpret metrics and trends to drive operational efficiencies
Adaptable and flexible, with a customer-centric mindset and a passion for delivering exceptional service
What we offerAt TDCX Malaysia, we are committed to providing our employees with a rewarding and fulfilling work experience.
In addition to a competitive salary, we offer a range of benefits, including:
Comprehensive medical and dental coverage
Opportunities for career advancement and professional development
Flexible work arrangements and work-life balance initiatives
Recreational and team-building activities to foster a positive company culture
Unlock your potential and join our growing team at TDCX Malaysia.
Apply now and become a key player in our continued success.#J-18808-Ljbffr