job description
Are you a natural leader with a passion for driving excellence in customer service? Welsend Global Services is seeking a dynamic and results-oriented Customer Service Team Leader to join our expanding team in Kuala Lumpur. In this pivotal role, you will be at the forefront of our refund recovery efforts, ensuring that our clients receive top-tier support while maintaining high operational standards.
We are looking for a bilingual professional who thrives in a fast-paced environment and possesses the ability to motivate a team toward peak performance. At Welsend Global Services, we value innovation and dedication; in return, we offer a competitive salary package, attractive performance-based bonuses, and the unique opportunity to earn equity for high-performing team members. If you are ready to take the next step in your career and contribute to a company that rewards success, we invite you to apply.
Responsibility
- Lead, mentor, and supervise a team of customer service representatives to meet and exceed KPIs.
- Oversee refund recovery processes to ensure accuracy, compliance, and swift resolution.
- Conduct regular performance reviews and provide coaching to enhance team skills and professional development.
- Handle complex escalated customer inquiries with empathy and professional resolution strategies.
- Analyze team performance data and implement strategies to improve productivity and quality of service.
- Coordinate with cross-functional departments to streamline communication and service delivery workflows.
- Maintain high standards of service quality to ensure consistent customer satisfaction levels.
Qualifications
- Proven experience in a team lead or supervisory role within a call center or customer support environment.
- Strong bilingual proficiency (English and local language/other relevant languages).
- Deep understanding of refund recovery workflows and customer service best practices.
- Excellent leadership skills with the ability to inspire and manage diverse teams.
- Exceptional problem-solving capabilities and decision-making skills under pressure.
- Strong analytical mindset with the ability to interpret performance metrics.
- Proficiency in CRM software and Microsoft Office Suite.