Team Lead (Mandarin - Hospitality Industry)

Agensi Pekerjaan JobScoper Sdn. Bhd.


Date: 3 weeks ago
City: Petaling Jaya
Salary: MYR 5,500 - MYR 6,300 per month
Contract type: Full time
Job Responsibility

  • Supervise, coach, and mentor a team of customer service representatives handling hospitality-related accounts (e.g., travel, hotels, reservations).
  • Monitor daily operations to ensure adherence to service level agreements (SLAs), quality standards, and client expectations.
  • Conduct regular performance reviews, provide feedback, and implement action plans to improve productivity and service delivery.
  • Handle escalated customer issues, ensuring timely and effective resolution while maintaining customer satisfaction.
  • Prepare and analyze performance reports (attendance, quality scores, KPIs) and present findings to management and clients.
  • Collaborate with training and quality teams to identify skill gaps and provide targeted coaching.
  • Support workforce management by assisting in scheduling, forecasting, and resource allocation.
  • Drive team engagement, motivation, and professional growth through recognition programs and career development initiatives.

Job Requirements

  • Have the experience in TL/Supervisor role in customer service facing sector, hospitality sector e.g. hotel service/front desk supervisor, retail supervisor, restaurant supervisor etc.
  • Have the working experience in BPO/ Call Centre.
  • Can speak in English & Mandarin with fluent.
  • Can work in Rotational Shift.
  • Can Immediately start the job.

Job Benefits

  • Provided training.
  • 5 working days.
  • EPF & SOSCO.
  • Annual leave & Medical leave
  • Near to LRT Station.

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