Customer Service Team Leader

238 KONE Elevator (M) Sdn. B • Petaling Jaya, Selangor • Posted July 01, 2026

Position Overview

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.
  • Coordinate w...