Team Lead - Mandarin - KL

Qualifications

Minimum requirements:

• Bachelor’s degree or equivalent diploma
• Minimum 2 years' of people management experience as TL in cs service handling.
• Excellent written and verbal communication skills in English and one local language
• Has the ability to deliver feedback and coaching to team members basis the collected data from Quality monitoring and reporting development plan to stakeholders in an actionable format
• Must be able to spot trends and tendencies with data, and drives team to look for insights
• Strategic thinker with strong analytical and creative problem-solving skills
• Must be able to collaborate with the client on pressing concerns and partner with internal stakeholders on action plan execution
• Significant experience in a complex fast paced environment
• Passion for ensuring an excellent user experience

Preferred Requirements

• Having high cultural awareness of political and social situations is a plus!
• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
• Experience in Microsoft Office Suite is preferred

Responsibilities

TL Responsibilities:

Team Leadership & Management

- Lead and mentor a team of chat support agents handling inquiries.

- Monitor daily workloads and ensure adequate coverage and adherence to service standards.

- Conduct regular performance reviews and coaching sessions.

Customer Experience

- Resolve escalated or complex customer issues.

- Ensure timely, empathetic, and accurate responses across chat platforms.

- Maintain high customer satisfaction and resolution rates.

Operational Excellence

- Identify and implement workflow improvements to enhance efficiency.

- Collaborate with cross-functional teams (e.g., product, compliance, FTE) to resolve systemic issues.

- Track and report on KPIs such as response time, resolution time, and customer satisfaction.

Training & Development

- Develop onboarding and training programs for new team members.

- Stay updated on product changes and ensure team knowledge is current.Technology & Innovation - Leverage client reporting tools and chat tools to streamline operations. - Support integration of chatbot translations and solutions to improve scalability and service quality.