Customer Service Team Lead

Position: Customer Service Team LeaderSupport Location: Menara UOA Business Park, Subang Jaya (linked to LRT/KTM Subang Jaya) Working Hours: 1:30 PM – 10:30 PM Work Days: Sunday to Thursday (Off days: Friday & Saturday) Employment Type: Full-Time Key Responsibilities:• Lead and motivate a team of Customer Service Executives • Monitor daily team performance and service level metrics • Conduct coaching, feedback sessions, and performance evaluations • Handle escalations and ensure timely resolution of customer issues • Liaise with internal departments to ensure operational efficiency • Drive continuous improvement initiatives across the team • Ensure adherence to company policies, compliance, and SOPs Requirements:• Minimum 2 years of experience in customer service/contact centre • At least 1 year in a team leader/supervisory role • Strong leadership and people management skills • Excellent verbal and written communication in English • Familiarity with digital banking or financial services is an advantage • Able to work on the specified shift and rest days •Strong command of Mandarin and English in both verbal and written communication (COMPULSORY);