OTT CREATION MARKETING Hiring! Full Time B - Customer Service Team Lead( APAC) in Selangor, Earn up to MYR 8,000 - Ricebowl

Location: Malaysia (Subang Office)
Reporting to: APAC Customer Service Senior Manager

Role Purpose

The team lead will lead the Malaysia customer service team with clear ownership of service delivery, operational discipline, and customer outcomes. The role requires a balance of execution, excellence and business alignment, with strong focus on supporting strategic accounts and enabling sustainable growth.

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.

If you are interested to apply, kindly submit your updated resume in DOC/PDF file and allow our Consultant to match you with our Clients.

Appreciate if you can include details below in the resume:

Current Address / Location:

Current salary:

Reason of leaving:

Expected salary:

Notice period:

We regret to inform that only shortlisted candidates would be notified

Whatsapp:+************* 5055

Pay: RM5,000.00 - RM8,000.00 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)

Education:

• Bachelor's (Preferred)

Experience:

• B2B Customer Service: 5 years (Preferred)

Language:

• English (Preferred)

Work Location: In person