Customer Service Team Leader

Job Responsibilities- Strategically lead a customer service team to enhance performance of our representatives by setting clear key performance indicators (KPIs) and career path planning for successful agents.- Assist in the development of processes to achieve the goals and objectives of the customer relations department given by the Top Management.- Develop strategies and lead recommendations for improving customer experience and the overall operation of the department and brand.- Plan and organize all customer relations training activities and formulate the knowledge base library of the brand.- Oversee customer relations performance metrics and prepare monthly/quarterly.- Understand company and departmental guidelines, policies, and procedures and implement them in daily operation.- Create strategies maintain effective communication with internal stakeholders.**Benefits**:- Opportunities for promotionSchedule:- Day shiftSupplemental pay types:- Yearly bonusAbility to commute/relocate:- Kuala Lumpur: Reliably commute or willing to relocate with an employer-provided relocation package (required)