This position is based in Kuala Lumpur. Job Responsibilities: Responsible for the daily management, supervision, guidance, training, and evaluation of the customer service team. Oversee the quality of work to ensure the team meets various KPIs. Optimize customer service workflows, improve the customer service standard system, enhance work efficiency, and customer satisfaction. Promote the implementation of customer service scripts, standards, processes, and systems, and execute related plans. In charge of assigning and scheduling customer service tasks to ensure timely, orderly, and smooth operations. Control of customer service on-site, handling of emergency issues, and implementation of related control rules. Assist in organizing weekly and monthly complaint reports, as well as follow-up reports on feedback. Also, assist in optimizing and improving current customer service tools and workflows. Other related matters arranged by the superior manager. Qualifications: 1. 3-5 years of internet customer service experience with at least 1-2 years of customer service management experience. 2. Experience in managing outsourced teams is a plus. 3. College or university degree, no specific major required, but a computer background is a plus. 4. Fluent in Chinese and English communication skills (required), Cantonese (required), with an additional language such as Malay as a plus. 5. A deep understanding of and passion for customer service and satisfaction. Familiar with products or services to better assist customers. Experience in handling customer complaints and feedback. 6. Patient and professional, capable of dealing with challenging customers or situations. Proactive with a spirit of teamwork. Good time management and organizational skills, able to multitask. 7. Excellent communication and interpersonal skills. Strong problem-solving and decision-making abilities. Proficient in using customer service software and tools such as CRM systems, call center software, etc. Able to quickly learn and adapt to new technologies or processes. Job Types: Full-time, Contract Contract length: 12 months Pay: RM4,000.00 - RM5,600.00 per month Application Question(s): Are you a native speaker of Malaysian? Experience: Customer service: 3 years (Preferred) Language: English and Cantonese (Preferred) If you are interested, please feel free to reach out via [HIDDEN]