Team Lead, Customer Service

Kuala Lumpur, Malaysia
Full time
Office
Compensation is not specified
Role
Customer service
Description

What You'll Be Doing:

  • Supervising customer service operations, including tracking and reporting metrics related to customer satisfaction, productivity, and response times.
  • Ensuring high-quality services and adherence to established processes.
  • Collaborating with stakeholders and support teams to provide excellent customer service.
  • Participating in recruitment activities, such as screening and interviewing candidates.
  • Carrying out daily operational tasks, such as reporting incidents to stakeholders and monitoring key performance indicators.
  • Conducting performance reviews with customer service agents on a regular basis.
  • Coordinating with the L&D team to provide training or retraining as needed.
  • Leading process improvement projects and facilitating workshops.
  • Communicating relevant updates, policy changes, and business information to stakeholders.
  • Planning monthly schedules for customer service agents and managing daily shrinkages.

What We Look For In You:

  • A bachelor's degree or at least 3 years of relevant experience in leading a team in a call center setting.
  • Proven experience in managing large and diverse teams.
  • Strong knowledge and experience in recruiting, training, coaching, and managing people.
  • Excellent planning, interpersonal, and detail-oriented skills.
  • Ability to work collaboratively in a cross-functional environment and lead complex operational initiatives.
  • Fluent in English, both verbal and written. Mandarin is a plus.
  • Enthusiasm for new technologies and a desire to leverage them for organizational effectiveness and process improvements.
  • Willingness to work according to a given schedule to support 24x7 operations.
  • Ownership mindset and willingness to offer solutions for the benefit of customers and the business.

Nice to Haves:

  • Familiarity with CRM tools like Zendesk.
  • Basic computer skills including MS Office, MS Outlook, Internet Explorer, and GA.
  • Flexibility to work in shifts when required.
  • Knowledge of the crypto/finance-technology industry.
Skills Required
Avatar
OKX
Company size
Not specified
Location
United States
Description
Not specified

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