Career Flow Hiring! Full Time Team Lead in Selangor, Earn up to MYR 4,500 - Ricebowl

Key Responsibilities

• Act as floor manager during assigned shifts, ensuring all Customer Service Executives are properly guided and supported throughout the shift.
• Monitor real-time floor coverage and queue levels, and step in to personally handle customer enquiries whenever there are fewer agents available on the floor.
• Handle inbound and outbound customer enquiries through phone calls, email, live chat and other digital channels, as needed.
• Provide accurate information regarding policy or membership benefits, claims procedures and service requests.
• Assist customers with updates on pending requests and claims. Provide basic assistance for digital platforms, customer portals or mobile applications.
• Resolve customer enquiries and issues promptly and professionally, and guide agents through more complex or sensitive cases. Handle escalated customer feedback and complaints in a professional manner.
• Escalate complex or unresolved cases to the appropriate team or management when necessary. Coordinate with internal departments to obtain updates and resolve customer requests.
• Monitor agent adherence to SOPs, workflows and service standards, and provide on-the-floor coaching and guidance.
• Maintain accurate customer records and case updates in the relevant systems.
• Ensure customer information is handled accurately and confidentially.
• Support shift handovers and provide updates to management on floor performance and any issues arising during the shift.
• Deliver a positive and professional customer experience at all times, and act as a role model for the team on the floor.
• Candidate Requirements Diploma or Bachelor’s Degree in a relevant field.
• Prior experience as a Customer Service Executive, Team Lead or similar supervisory role within a call centre or contact centre environment is required.
• Experience within insurance, healthcare, TPA or a related environment will be an added advantage.
• Demonstrated ability to manage or support a floor of agents, including handling escalations and stepping in during periods of low staffing.
• Good verbal and written communication skills.
• Able to communicate professionally with customers, agents and internal teams.
• Patient, customer-focused and able to handle difficult situations professionally, including coaching agents through difficult calls.
• Good computer and data-entry skills.
• Able to multitask, lead under pressure and work effectively in a fast-paced environment.
• Must be comfortable working on a 24/7 rotational shift schedule, including weekends and public holidays.

Pay: RM3,500.00 - RM4,500.00 per month

Benefits:

• Health insurance
• Professional development

Work Location: In person