Customer Service Lead
Qoala, Malaysia

We are looking for an experienced Customer Service Lead to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

• Work closely with the VP of Operations to achieve effectiveness and efficiency of end-to-end operations at Qoala
• Oversees day to day operations to ensure high levels of performance
• Improve customer service experience and maintain high level of customer service quality and enforcing internal and external SLAs
• Take ownership of customers issues and follow problems through to resolution
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Maintain an orderly workflow according to priorities
• Evaluate risk and lead quality assurance efforts
• Responsible for developing, maintaining and updating standard operating procedures and operational knowledge documentation such as playbooks, user guides etc.

Requirements

• Proven working experience as a Customer Service Lead or any relevant role
• Experience in providing customer service support
• Proficiency in English and Malay
• Excellent knowledge of management methods and techniques
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Ability to think strategically and to lead

Benefits

• A dynamic and challenging working environment
• An extra steep learning curve
• Responsibility from day one in a fast growing and global company
• A vibrant and international team with diverse backgrounds
• Regular company and team events

Job Rewards and Benefits