Trilingual Team Lead (English/Mandarin/Cantonese)
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We’re looking for a Trilingual Team Lead (English/Mandarin/Cantonese) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring…...
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About the Job
We’re looking for a Trilingual Team Lead (English/Mandarin/Cantonese) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partner’s brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
As a Trilingual Team Lead (Supervisor)(English/Mandarin/Cantonese), You Will…
- Manage and supervise CSRs
- Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
- Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
- Use critical thinking to develop solutions to improve business performance and partner success
- Motivate teams through relationship building and real-time coaching
- Develop incentive programs to motivate CSRs to achieve desired outcomes
- Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc.) to properly resolve issues
- Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
- Gain expert level knowledge on all partner products and promotions
- Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
- Act as a role model and exemplify Our 10 Things (cultural values)
- High school diploma or equivalent (required)
- Must be trilingual in both English, Mandarin, and Cantonese, written and verbal. Language proficiency will be a key competency to be successful in this role
- Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
- 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
- Experience dealing with escalated issues in a contact center capacity
- The ability to type 30 WPM with accuracy
- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
- The ability to use spreadsheet applications to maintain and develop operational reporting
- Exceptional time management, organizational and prioritization skills to complete work in a timely manner
- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
- The ability to work a variety of shifts, including days, evenings and holidays
Information :
- Company : IntouchCX
- Position : Trilingual Team Lead (English/Mandarin/Cantonese)
- Location : Kuala Lumpur
- Country : MY
How to Submit an Application:
After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Trilingual Team Lead (English/Mandarin/Cantonese) job info - IntouchCX Kuala Lumpur above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Trilingual Team Lead (English/Mandarin/Cantonese) job info - IntouchCX Kuala Lumpur in 16-05-2024 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.
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Post Date : 16-05-2024
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