Team Lead (Mandarin - Hospitality Industry)
Agensi Pekerjaan JobScoper Sdn. Bhd.
Date: 15 hours 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.
- 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.
- Provided training.
- 5 working days.
- EPF & SOSCO.
- Annual leave & Medical leave
- Near to LRT Station.
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