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Team Leader

Job in Kuala Lumpur - Malaysia
Posted by TDCX
Full Time position
Listed on 2020-05-17
Job specializations:
  • Customer Service/Help Desk
    Call Center, Customer Service Rep, Call Center Support
  • Finance
    FinTech
Job Description & How to Apply Below
Position:  Team Leader - E-payment
We are looking for a Team Lead to join our growing family. Come home and start your #BeHappier journey with TDCX today!

What is your mission?

    As a Team Lead, you will be working with our ePayment Account to deliver #happier customer experience. The Lead is responsible for managing a team that provides personal and efficient solutions for our client’s payment services

You are also required to perform these job functions:

Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.
Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.
Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed.
Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
Understand the top user issues and make recommendations to improve client products and policies; support team in being the voice of the customer to the rest of the company.
Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.
Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals.
Able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDCX.


Who is TDCX?

We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan and Spain. We specialize in perfecting our client's customer experience and elevating their sales.

We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.

Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.
Position Requirements
Bachelor,   1 to 2 Years work experience
Who are we looking for?

Candidate must possess at least a bachelor’s degree in any field
Experience in working with customers, preferably in a leadership role.
Experience leading, inspiring and motivating others to meet goals and metrics
Strong Analytical skills; Able to tell a story with data and metrics.
Works well in ambiguity and embraces the adventure!
Able and willing to work on a rotational shift pattern, which will include weekends
Minimum 2 years’ experience in related field.
Ability to write and speak clearly and concisely with fluency in English
*We shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.
Required Language Skills:
  • English - Good
Additional Information / Benefits
Top reasons to work here:

Attractive Remuneration (Fixed, variables & benefits)
Comprehensive Insurance & Medical coverage
Premium workspaces
Career Development Program
Fast Track Career Progression
Walk A Mile – Job rotation & Enrichment
Engagement & Recognition Programs like appreciation day, digitalized games and contest, free food day, raffles, birthday treats, anniversary gifts, and much more!
Wellness & Health Program
Diverse & Inclusion culture
Employee Assistance Program (Counselling)
Staff Appreciation & Recognition Programs
Contact Information
Contact Name: TDCX
Preferred method of contact: Email with CV via Application Box below.
Apply for this Job Posting Here:
Malaysia-only applications: This Company / Employer has indicated that only qualified candidates currently living in Malaysia (and its citizens living globally) are being considered here for this position. Search Here for alternative jobs that match your location & skills.

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