SRG Asia Pacific Sdn. Bhd. Hiring! Full Time Team Leader (Live Chat) in Federal Territory, Earn up to MYR 4,700 - Ricebowl

Team Leader – Customer Service (Live Chat)

We are looking for an experienced and motivated Team Leader – Customer Service (Live Chat) to lead our customer service team and ensure excellent customer experiences across our live chat channels.

Key Responsibilities

• Lead, coach, and motivate a team of Live Chat Customer Service Representatives.
• Monitor daily team performance, productivity, attendance, and service quality.
• Ensure customer inquiries are handled promptly, professionally, and accurately.
• Monitor live chat conversations and provide real-time support and guidance to agents.
• Conduct coaching sessions, performance reviews, and regular team briefings.
• Track and analyze key performance indicators (KPIs), including response time, resolution rate, customer satisfaction, and quality scores.
• Handle escalated customer issues and complaints professionally.
• Prepare and provide regular performance reports to management.
• Work closely with other departments to resolve customer issues and improve service processes.
• Ensure the team follows company policies, procedures, and customer service standards.

Requirements

• Previous experience in customer service, preferably in Live Chat or digital customer support.
• Minimum 1–2 years of experience in a Team Leader, Supervisor, or senior customer service role.
• Strong leadership, coaching, and people-management skills.

What We Offer

• Competitive salary and benefits package.
• Supportive and collaborative working environment.
• Career development and growth opportunities.
• Training and coaching opportunities.
• Opportunity to make a direct impact on customer experience and team performance.

Pay: RM4,400.00 - RM4,700.00 per month

Benefits:

• Flexible schedule
• Professional development

Work Location: In person