Deskripsi Pekerjaan
We are seeking a skilled and experienced Customer Service Team Leader to spearhead our refund recovery efforts and lead a dedicated team. At Welsend Global Services, we are committed to excellence and innovation in customer support. In this dynamic role, you will have the opportunity to drive customer satisfaction while enjoying attractive bonuses and equity opportunities for high performers. Located in the vibrant city of Kuala Lumpur, this position offers a chance to shape the service standards of a growing global company.
As a Team Leader, you will be responsible for mentoring customer service representatives, overseeing daily operations, and implementing strategies to enhance the refund recovery process. We are looking for a bilingual professional who can bridge communication gaps and resolve complex customer issues efficiently. You will analyze performance metrics, conduct training sessions, and handle escalated inquiries with empathy. If you are a natural leader with a passion for customer excellence and operational efficiency, we encourage you to apply today.
Tanggung Jawab
- Lead, train, and mentor a team of customer service representatives to ensure high performance and adherence to service standards.
- Oversee the end-to-end refund recovery process, ensuring accuracy and timely resolution of customer disputes.
- Analyze key performance indicators (KPIs) such as call volume, average handling time, and CSAT scores to drive operational improvements.
- Conduct regular coaching sessions and product training to upskill the team and improve service quality.
- Handle escalated tickets and complex customer inquiries with empathy and professional problem-solving skills.
- Collaborate with cross-functional teams to streamline workflows and enhance the overall customer experience.
- Report team progress to management and develop actionable plans to meet monthly and quarterly targets.
Kualifikasi
- Proven experience in a customer service leadership role, preferably within a call center or retail environment.
- Bilingual proficiency in English and Malay (or other relevant languages) is highly preferred.
- Strong leadership skills with the ability to motivate and guide a diverse team.
- Excellent verbal and written communication skills.
- Proficiency in CRM software and ticketing systems (e.g., Zendesk, Salesforce).
- Strong problem-solving abilities and the capacity to work well under pressure.
- Full-time availability and commitment to a dynamic work environment.