Location
petaling jaya
Job Type
Full-time
Posted
June 18, 2026
Job Description
The Team Leader – Customer Care is responsible for managing and supervising customer care associates to ensure high-quality customer service and achievement of operational targets. The role involves team management, performance monitoring, escalation handling, coaching, and driving continuous improvement in customer experience and service delivery.
Key Responsibilities
- Lead and manage a team of customer care associates in daily operations.
- Monitor team performance against KPIs, SLAs, and quality standards.
- Handle customer escalations and ensure timely issue resolution.
- Conduct regular coaching, feedback, and performance review sessions.
- Ensure adherence to company policies, processes, and compliance standards.
- Monitor attendance, productivity, and schedule adherence of team members.
- Support onboarding and training of new associates.
- Prepare operational reports and performance dashboards....