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 mandatory + Strong problem-solving abilities and attention to detail + Ability to multitask, priorities, and manage time effectively in a fast-paced environment + A positive attitude and a commitment to delivering exceptional customer experiences + Willingness to work a flexible schedule, including weekends and public holidays + Excellent verbal and written communication skills in English and Bahasa Malaysia + Ability to speak in Mandarin/Hokkien/Cantonese is an advantage