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全职 Team Lead - Mandarin - KL 工作, 薪水, TP Federal Territory 公司招聘中 - Ricebowl

Team Lead - Mandarin - KL

TP

全职

KL City, Federal Territory

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工作地点

  • Kuala Lumpur Federal Territory Malaysia

职位描述

岗位职责

Qualifications:

Minimum requirements:
  • Bachelor’s degree or equivalent diploma
  • Minimum 2 years' of people management experience as TL in content moderation or e-commerce service handling.
  • Excellent written and verbal communication skills in English and one local language
  • Has the ability to deliver feedback and coaching to team members basis the collected data from Quality monitoring and reporting development plan to stakeholders in an actionable format
  • Must be able to spot trends and tendencies with data, and drives team to look for insights
  • Strategic thinker with strong analytical and creative problem-solving skills
  • Must be able to collaborate with the client on pressing concerns and partner with internal stakeholders on action plan execution
  • Significant experience in a complex fast paced environment
  • Passion for ensuring an excellent user experience
Preferred Requirements
  • Having high cultural awareness of political and social situations is a plus!
  • Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
  • Experience in Microsoft Office Suite is preferred
Responsibilities:
TL Responsibilities:
Team Leadership & Management
  • Lead and mentor a team of chat support agents handling inquiries.
  • Monitor daily workloads and ensure adequate coverage and adherence to service standards.
  • Conduct regular performance reviews and coaching sessions.
Customer Experience
  • Resolve escalated or complex customer issues.
  • Ensure timely, empathetic, and accurate responses across chat platforms.
  • Maintain high customer satisfaction and resolution rates.
Operational Excellence
  • Identify and implement workflow improvements to enhance efficiency.
  • Collaborate with cross-functional teams (e.g., product, compliance, FTE) to resolve systemic issues.
  • Track and report on KPIs such as response time, resolution time, and customer satisfaction.
Training & Development
  • Develop onboarding and training programs for new team members.
  • Stay updated on product changes and ensure team knowledge is current.
Technology & Innovation
  • Leverage client reporting tools and chat tools to streamline operations.
  • Support integration of chatbot translations and solutions to improve scalability and service quality.

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