Customer Service Representative
Think Academy
Customer Service Team Lead – Brokerage
TP
full-time
Posted on:
Location: 🇲🇾 Malaysia
Visit company websiteJob Level
Senior
About the role
- Lead and manage a team of customer service specialists in a multi-channel environment.
- Ensure optimal staffing during US market hours and coordinate coverage off-peak.
- Monitor performance and conduct coaching to improve service quality.
- Review call/chat quality and ensure compliance with internal and regulatory standards.
- Handle customer escalations and coordinate with internal teams or vendors.
- Identify process gaps and suggest improvements to enhance customer support.
- Update knowledge base and FAQs in collaboration with relevant departments.
Requirements
- Ability to mentor a team to meet quality standards and metrics set by the department.
- Minimum of 1+ years of supervisor experience, managing and leading a team.
- Proficiency in using Excel.
- Flexibility to work in an ever-changing environment.
- Excellent written and verbal communication skills in English and one local language.
- Significant experience in a complex fast paced environment.
