Job Description

• Supervise and guide the customer service team to ensure consistent, high-quality service delivery.
   
• Monitor team performance, identify areas for improvement, and provide coaching, support, and training as needed.
   
• Handle escalated customer inquiries, complaints, and complex issues via calls and emails, ensuring timely and effective resolution.
   
• Oversee daily operations and ensure all customer queries are responded to in a timely and accurate manner.
   
• Conduct regular performance reviews, set team KPIs, and report on metrics to management.
   
• Ensure proper documentation and updates of customer interactions in the internal database.
   
• Coordinate with other departments to resolve customer issues and improve service processes.
   
• Gather, analyze, and present customer feedback to improve service quality and customer satisfaction.
   
• Assist in onboarding new team members and contribute to continuous improvement initiatives.
   
• Stay up-to-date with product knowledge, system updates, and company policies to support the team effectively.
   

Job Requirements

• Strong communication and writing skills in Mandarin. 
• Minimum education: SPM
• Fresh graduates with a Diploma or Degree are encouraged to apply as training will be provided.
• 1 years to 3 years of experience in customer service or contact center (preferred).
• Ability to work well with and support the customer service team.
• Willing to interact with customers from different cultures and backgrounds.
• Comfortable working independently.
• Able to assist both local and international customers.
• Ability to perform well in a fast-paced environment. 

Skills