Deskripsi Pekerjaan
Are you a natural leader with a passion for delivering exceptional customer experiences? Cornerstone Global Partners is seeking a dynamic Team Lead for our L1 Customer Service department to join our growing team in the vibrant hub of Mid Valley City, Kuala Lumpur.
In this role, you will be the backbone of our support operations, ensuring that our service standards remain high and our customers receive prompt, accurate assistance. You will be responsible for coaching team members, monitoring performance metrics, and streamlining workflows to ensure operational excellence. This is a 12-month renewable contract position, offering a fantastic opportunity to sharpen your leadership skills within a global recruitment and staffing leader.
We are looking for an individual who thrives in a fast-paced environment and possesses the problem-solving abilities required to resolve complex customer issues. If you are ready to take the next step in your career and lead a dedicated team to success, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and motivate a team of L1 customer service representatives to meet and exceed daily performance targets.
- Monitor daily workflow to ensure high-quality service delivery and adherence to standard operating procedures.
- Conduct regular performance evaluations, providing constructive feedback and coaching to enhance individual and team productivity.
- Serve as the point of escalation for complex customer inquiries, ensuring professional and timely resolutions.
- Analyze customer service data and generate detailed reports to identify trends and areas for process improvement.
- Foster a collaborative team environment that encourages knowledge sharing and professional development.
- Maintain clear communication with stakeholders to ensure service levels align with company objectives.
Kualifikasi
- Minimum of 1-2 years of experience in a customer service environment, preferably in a team lead or senior support role.
- Strong leadership capabilities with the ability to influence and inspire diverse teams.
- Exceptional verbal and written communication skills in English and/or local languages.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and CRM tools.
- Ability to work under pressure, manage competing priorities, and maintain a positive attitude.
- Analytical mindset with an eye for detail and process efficiency.
- Availability to commit to a 12-month contract with the potential for renewal.