全职 B- Customer Support Representative (Team Lead) 工作, 薪水 up to MYR 6,500, Agensi Pekerjaan The Supreme HR Advisory Selangor 公司招聘中 - Ricebowl

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 long-outstanding 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.

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 long-outstanding 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.

• EPF
• SOCSO
• Annual Leave
• Medical Leave
• Health Insurance