Customer Service Team Leader
On-site · Petaling Jaya, Selangor, Malaysia
Job Summary
Customer Service Team Leader at KONE oversees and coaches a team of customer care associates to meet KPIs, SLAs, and quality standards. Responsibilities include daily team management, performance monitoring, handling escalations, coaching and performance reviews, onboarding and training of new associates, generating operational reports and dashboards, and driving process improvements in collaboration with quality, training, and operations teams. The role emphasizes leadership, attendance and schedule adherence monitoring, and maintaining high levels of customer satisfaction and service quality. The candidate should have a Bachelor’s degree (or equivalent), 5–7 years in customer care/contact center operations, at least 2 years of team handling experience, experience in voice and non-voice support, knowledge of quality management and CRM systems, proficiency with MS Excel/Word, understanding of KPIs and SLAs, and strong communication and problem-solving skills.
Required Qualifications
- Bachelor’s degree or equivalent qualification
- 5–7 years of experience in customer care/contact center operations
- Minimum 2 years of team handling experience preferred
- Experience in voice and non-voice customer support environments
- Knowledge of quality management and coaching practices
- CRM and customer care systems
- Proficiency in MS Excel, Word, and reporting tools
- Understanding of customer care KPIs and SLA management
- Familiarity with reporting dashboards and workforce monitoring tools
- Strong leadership and people management skills
- Excellent communication and interpersonal abilities
- Strong customer handling and escalation management skills
- Ability to analyze team performance, operational metrics, problem-solving and decision-making capabilities
- At KONE, values on engagement and sustainability
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