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Urgent! WeChat - Customer Service Deputy Lead (3rd Party Contract - 1 Year Renewable) Job Opening In Kuala Lumpur – Now Hiring Tencent

WeChat Customer Service Deputy Lead (3rd Party Contract 1 Year Renewable)



Job description

WeChat - Customer Service Deputy Lead (3rd Party Contract - 1 Year Renewable)

Tencent Federal Territory of Kuala Lumpur, Malaysia

Tencent is an Internet-based platform company founded in Shenzhen, China, in 1998.

We use technology to enrich the lives of Internet users and assist the digital upgrade of enterprises.

Our mission is Value for Users, Tech for Good.

We embrace a culture of teamwork & creativity and are driven by our values - Integrity, Proactivity, Collaboration and Creativity.

We are rapidly expanding our international operations and are looking for top talent to propel us forward.

Combining the results-oriented nature of a start-up with the resources of a profitable and leading Internet company, Tencent offers a unique opportunity for aspiring individuals to thrive.

About WeChat

With over 1.3 billion users worldwide, WeChat is changing the mobile landscape by connecting people, services, and businesses in China and around the world.

The WeChat team in Singapore is responsible for managing and growing our core product including messaging and social networking for users around the world.

Join the WeChat team and play an impactful role in keeping people around the world connected, help redefine how people use their mobile devices to communicate and interact online and to better understand user behaviour and preferences of users.

Position Overview:

We are seeking an experienced and dynamic Customer Service Lead to oversee a growing team and ensure the delivery of outstanding service to our customers.

The ideal candidate will have a strong background in BPO management, customer service, and team leadership, with a proven track record of optimizing operational performance, maintaining service standards, and resolving business challenges proactively.

This role requires a fluent communicator in Mandarin, Cantonese, and English, with the ability to navigate fast-paced environments and foster a collaborative team atmosphere.

Key Responsibilities:
  • Lead and manage a customer service team of 30+ members, ensuring high performance and alignment with business objectives.

  • Develop, maintain, and enforce Standard Operating Procedures (SOPs) to ensure consistency and quality in service delivery.

  • Conduct training programs for new hires and ongoing development for existing team members.

  • Track and report daily performance metrics, offering insights and solutions for improvement.

  • Proactively identify and resolve business problems, implementing solutions to enhance customer satisfaction and operational efficiency.

  • Foster a team-oriented environment that encourages collaboration, open communication, and a positive workplace culture.

  • Act as a liaison between internal teams and customers, ensuring smooth communication and issue resolution.

  • Ensure adherence to company policies and procedures, while striving to exceed customer expectations.

  • Contribute to process improvements and best practices to drive operational success.

Qualifications:
  • Minimum 5 years of experience in BPO management, customer service, project management, or a similar role.

  • Proven experience managing a team of 30+ people.

  • Strong organizational and multitasking skills with the ability to lead and motivate a team.

  • Experience in maintaining and updating SOPs and performance tracking.

  • Strong problem-solving skills and a proactive approach to business challenges.

  • Excellent communication skills in Mandarin, Cantonese, and English (spoken and written).

  • Comfortable working in a Mandarin-speaking environment.

  • A team player with a strong desire to work in a fast-paced, dynamic environment.

  • Adaptable, with a focus on continuous improvement.

  • Detail-oriented and able to maintain a high level of service quality.

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Required Skill Profession

Management & Operations



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