Team Lead, Customer Service

About You
CARSOME is on the hunt for a talented and experienced Team Lead, Customer Service. This position will assist agents to improve quality 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, prioritize, 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.#J-18808-Ljbffr