Position Summary:

Team Lead is the front-line supervisor that is responsible in providing quality and efficient Customer Service to foodpanda’s guests through the daily management of a team of CSE. TL is also responsible to ensure maximum involvement and contribution from the team members under their leadership. TL is also responsible to manage, coach and monitor the team while coordinating with other leaders/partners to ensure that all relevant service levels and KPIs are met. TL will be based in Kuala Lumpur

Key Responsibilities:

• To manage day to day operation of the contact centre
• To initiate and manage weekly 1:1, team huddle and team meetings effectively
• To manage resources, planning and implementing Contact centre strategies effectively
• Ability to motivate and coach agents/Shift Lead
• Leading a team in handling Customer Service
• Ensuring all tickets are solved within SLAs
•  Problem solving skills in handling complaints effectively and efficiently
• Familiar with Zopim and Zendesk
• Good listening skills
• Approachable personality with people handling skills

Requirements:

• Minimum of 2 years working experience as Team Leader in any contact centre
• Good written and communication skills 
• Proficient in Thai in both oral and written
• Able to speak basic communication English
• Experienced managing a team of 15-20 headcounts
• Experience in reporting using Microsoft Excel or Google Sheet is an added advantage
• Experience in Zopim/Zendesk is an added advantage
• Able to work on shifts, weekends and Public holidays
• Willing to take on additional task assign
• Reliable, punctual and motivated

What we offer:

A top-notch office in Kuala Lumpur, Malaysia close to amazing restaurants and bars. Inside the walls of this office you’ll find:

• An empowering, international and agile working environment
• Responsibility from day one in an innovative and rapidly expanding tech business
• Regular office parties and exciting team events
• And a bunch of cool extras including a kicker table and table tennis, as well as free fruits and, of course, a monthly corporate allowance for foodpanda.