Customer Service - Team Leader (thai Market) | Based MY

Team Leader Customer Service

Lead and supervise a team of customer service representatives.

Provide guidance, coaching, and support to ensure the team meets performance goals.

Ensure the team adhere to the manuals, policies, and guidelines.

Provide ongoing coaching and training to enhance the skills of team members.

Facilitate training sessions for new hires and organize skill development programs.

Handle escalated customer issues and complex problem-solving.

Assist team members in resolving challenging customer situations.

Stay informed about industry regulations affecting customer interactions.

Serve as a communication link between the Assistant Manager and the customer service team.

Communicate policies, updates, and changes from upper management to the team.

Act as a point of contact for escalated customer issues that require higher-level intervention.

Coordinate with other departments to ensure timely resolution of complex problems.

Gather and analyze customer feedback received by the team.

Implement strategies to address customer concerns and improve the overall customer experience.

Instils Zeal Core Values into day-to-day operation.

Timely feedback to team members and periodic updates to the Assistant Manager.

Ad hoc task delegated by the Manager or Assistant Manager.