OTT CREATION MARKETING Hiring! Full Time G -Customer Support Representative (Team Lead) in Selangor, Earn up to MYR 6,500 - Ricebowl

Key Responsibilities:

1. Team Leadership & Operational Control

• Lead and develop the team to deliver consistent, high-quality service.
• Drive ownership of SLA performance, productivity, and resolution timelines.
• Maintain strong oversight of daily operations and act swiftly on performance gaps.
• Build a disciplined and accountable team culture.

2. Customer Experience & Execution

• Ensure accurate and timely handling of customer queries, orders, and escalations.
• Maintain tight control over backlog, with clear focus on aged and critical cases.
• Handle escalations with clarity, ensuring confidence across stakeholders.
• Continuously improve service quality and customer experience.

3. Strategic Account Alignment

• Partner with Sales to support key global and regional accounts.
• Ensure focused execution to strengthen customer retention and growth.
• Provide clear operational insights to improve customer engagement.
• Align customer service priorities with business objectives.

4. Performance Management & Insights

• Track and drive key metrics including SLA, backlog, and productivity.
• Conduct structured performance reviews and provide actionable feedback.
• Ensure data accuracy and meaningful reporting.
• Use insights to improve performance and decision-making.

5. Process Discipline & Improvement

• Simplify processes and remove inefficiencies.
• Ensure compliance with policies, controls, and audit requirements.
• Support automation and standardization initiatives.
• Maintain governance across order and customer management processes.

6. Cross-Functional Collaboration

• Work closely with Sales, Supply Chain, and Finance to resolve issues.
• Escalate risks in a timely and structured manner.
• Contribute to regional priorities and transformation initiatives.

Job Requirements:

For Internal Promotion

• Proven track record of consistent performance within customer service operations.
• Demonstrates ownership, reliability, and strong understanding of internal processes.
• Ability to step up from execution to team leadership with minimal supervision.
• Established relationships with cross-functional stakeholders.
• Shows readiness to take on broader responsibility and drive team outcomes.

For External Hiring

• Solid experience in customer service operations within a B2B or distribution environment.
• Prior experience managing teams and driving performance in a structured setup.
• Brings fresh perspective on process improvement and service excellence.
• Strong ability to integrate quickly and build credibility across teams.
• Demonstrates balanced focus on operations, customer experience, and business impact.

Success Measures

• Consistent delivery of SLA and productivity targets.
• Visible reduction in backlog and aged cases.
• Improved customer satisfaction and controlled escalation levels.
• Strong operational support to strategic accounts.
• High team engagement and performance consistency.

Leadership Expectations

• Acts with ownership and accountability.
• Communicates with clarity and builds trust.
• Take a proactive and solution-focused approach.
• Demonstrates alignment with business goals and customer priorities.

To facilitate the process, please ensure the following details are included in resume :

Current Address / Location

Current Salary

Reason for Leaving

Expected Salary

Notice Period

WhatsApp: +************* 1812

Kindly note that only shortlisted candidates will be notified.

Pay: RM5,000.00 - RM6,500.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Application Question(s):

• date of birth, current location, current salary, reason of leaving, expected salary, notice period, possess own vehicle (Y/N)

Work Location: In person