Deskripsi Pekerjaan
Are you a natural leader with a passion for delivering exceptional customer experiences? Cornerstone Global Partners is seeking a dedicated L1 Customer Service Team Lead to join our high-performing team based in the vibrant Mid Valley City, Kuala Lumpur. In this critical role, you will act as the first line of support and leadership, guiding a team of customer service agents to ensure operational excellence and consistent service delivery.
This is a 12-month renewable contract opportunity, providing you with stability and the chance to make a significant impact in a fast-paced, dynamic corporate environment. You will be responsible for monitoring daily performance, coaching team members, and ensuring that all service level agreements (SLAs) are met with precision and professionalism.
If you are a problem-solver who thrives under pressure and enjoys mentoring others to reach their full potential, we want to hear from you. Join a team where your contributions are valued, and your career growth is a priority.
Tanggung Jawab
- Oversee day-to-day operations of the L1 customer support team to ensure efficiency and high service standards.
- Provide real-time coaching, mentorship, and performance feedback to support agent growth and development.
- Monitor and track key performance indicators (KPIs) to ensure all departmental SLAs are consistently achieved.
- Act as the primary escalation point for complex customer inquiries, providing effective resolutions to maintain customer satisfaction.
- Conduct regular team briefings and training sessions to update staff on new processes, products, and policies.
- Prepare comprehensive daily and weekly performance reports for management review.
- Foster a positive team culture that encourages collaboration, accountability, and high employee engagement.
Kualifikasi
- Diploma or Degree in Business Administration, Communications, or a related field.
- Minimum 2-3 years of experience in customer service, with at least 1 year in a supervisory or team lead capacity.
- Proven track record in managing team performance and meeting operational targets within a contact center environment.
- Excellent communication skills in English and Bahasa Malaysia (fluency in Mandarin is a plus).
- Strong analytical skills with the ability to interpret data and identify areas for process improvement.
- Ability to work effectively in a high-pressure, fast-paced environment while maintaining a professional demeanor.
- Proficiency in Microsoft Office Suite and CRM software systems.