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

1份Telemarketing Leader工作在Subang Jaya - October 2026

管理提醒

Team Lead