Customer Care Team Lead - Bangsar Trade Center

Customer Care Team Lead - Bangsar Trade Center

About the role As the Customer Care Team Lead, you will be responsible for leading a team of customer service professionals at J&T EXPRESS (MALAYSIA) SDN. BHD.'s Bangsar Trade Center. In this full-time role, you will be the primary point of contact for customers, ensuring exceptional service and driving continuous improvement within the customer care function. What you'll be doing

• Oversee and manage a team of customer service representatives, providing coaching, training, and performance feedback to ensure high-quality service delivery.
• Liaise with customers to understand their needs and resolve any issues or concerns in a timely and effective manner.
• Analyse customer feedback and data to identify areas for improvement and implement strategies to enhance the overall customer experience.
• Collaborate with cross-functional teams to streamline processes and implement new initiatives to drive customer satisfaction.
• Monitor key performance indicators and provide regular reports to management on team and individual performance.
• Foster a positive, customer-centric team culture and encourage continuous learning and development.

What we're looking for

• Minimum 3 years of experience in a customer service team leader or supervisory role, preferably in the call centre or logistics industry.
• Strong communication, interpersonal, and problem-solving skills, with the ability to effectively manage and motivate a team.
• Proficient in using customer service software and data analysis tools to monitor and improve performance.
• Excellent organisational and time management skills, with the ability to multitask and prioritise effectively.
• A customer-centric mindset and a passion for delivering exceptional service.
• Fluency in both English and Bahasa Malaysia.

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