Gogox Malaysia Hiring! Full Time Customer Service Team Lead in WP Kuala Lumpur - Ricebowl

Holder of an Associate’s Degree or higher

Minimum 3 years of experience in a call center (experience in complaint handling is a plus)

Proven team leadership experience, with the ability to manage diverse personalities and performance levels

Strong command of written and spoken Cantonese, Chinese, and English

Proficient in Microsoft Office

Proactive problem-solver who can anticipate and mitigate challenges

Strong interpersonal and communication skills

Mature, independent, and highly motivated

Demonstrated experience in leveraging AI tools for knowledge base optimization, reporting, or performance analysis is a strong advantage

Oversee the day-to-day operations of the center

Allocate manpower resources effectively across all shifts

Motivate frontline team members to consistently improve performance

Ensure KPIs are met in accordance with company guidelines and standards

Identify and address existing and potential obstacles and gaps within the Customer Service (CS) team

Manage team performance, including handling underperformers and outliers through performance improvement plans

Handle customers' complaints and issues via email and various online platforms

Deliver professional customer service to ensure a positive experience for all customers

Handle both inbound and outbound customer calls if required