About You

CARSOME is on the hunt for a talented and experienced Team Lead, Customer Service. This position will assist agent for to improve quality from the agent at CARSOME.

Your Day-to-Day

Lead and manage a team of customer service representatives, providing guidance and support to ensure high performance
Provide product information, troubleshooting assistance, and technical support, while ensuring consistent and accurate responses
Track team performance metrics and provide regular reports to management
Provide daily reports on customer interactions and transactions using Zoho and CMS software or other tools
Resolve complex customer issues and complaints, escalating cases to relevant stakeholders or management as needed
Collaborate with internal teams to address customer concerns and implement process improvements
Contribute to the development of training materials, support documentation, and FAQs for the team

Your Know-How

At least 2 years of experience in a customer service or team leadership role is preferred
Prior experience in the automotive industry is an advantage but not mandatoryStrong problem-solving abilities and attention to detailAbility to multitask, priorities, and manage time effectively in a fast-paced environmentA positive attitude and a commitment to delivering exceptional customer experiencesWillingness to work a flexible schedule, including weekends and public holidaysExcellent verbal and written communication skills in English and Bahasa MalaysiaAbility to speak in Mandarin/Hokkien/Cantonese is an advantage