Team Leader – Customer Service (China Market)

Full time in Science & Pharmaceuticals
  • Petaling Jaya, Selangor, Malaysia View on Map
  • Post Date : July 31, 2020
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Job Detail

  • Job Level Executive
  • About Company
    Our client is a leading innovation driven pharmaceutical corporation with a deep rooted heritage that goes back 140 years. Headquartered in the US, our client has manufacturing plants located in 8 countries and products marketed in 120 countries. With over 35,000 employee worldwide, our client continues to develop a growing portfolio of best-in-class pharmaceutical products, applying the latest research from their worldwide laboratories, collaborating with eminent scientific organizations, using technological tools, and providing exceptional service to customers. Discover is this is what you are to do …. True to its original spirit of discovery that led our client to become one of the great names in the Pharmaceutical sector with a heritage that goes beyond 140 years, our client continues to discover talent to be part of the global family.

Job Description

As a Team Lead – Customer Service supporting the China market, your key focus will be People Management, Daily Operations Management, Partnerships & Transformational Efforts.

To be successful in this role, you must be fluent in Mandarin and English (verbal and written). You will have Bachelor’s degree or higher in a pharmaceutical or health related field

You have at least 1 years’ experience in call centre customer service with at least 6 months team leader experience.

Ideally you have working experience in call centre for pharmaceutical or healthcare industrial is preferred

The detailed roles and responsibility includes

1. People Management

  • Recruits, manages and develops people effectively to deliver exceptional value to internal and external customers
  • Achieves the goals and objectives for corporate diversity by conducting succession management reviews which Identifies and accelerates development of minority group rep and the most qualified minority group member for all leadership levels
  • Managers employee retention through hiring process for team, monitors and measures employee retention, determines appropriate interventions such as team environment and motivational incentives
  • Provides feedback and coaching in a positive and cooperative manner

2. Daily Operations Management

  • Ensures team provides Answers That Matter to all external and internal customers through all channels including contact escalations
  • Monitors agents, providing feedback and coaching to ensure contact consistency standards and the average evaluation scores meet or exceed established standards
  • Provides input/feedback to continuously improve daily processes
  • Continues to maintain and enhance the companys’ product and organizational knowledge to maximize ability to effectively monitor and coach
  • Attends regular leadership meeting to collaborate with management and share best practices to make decisions for improvement of the business


Partners with cross functions to develop operational improvement plans for agents and ensure staff qualifications and ensure staff is properly scheduled. To also assure effective communication of the team’s efforts and to obtain needed resources for the team

4. Transformational Effort Support

  • Respects and takes advantage of people’s expertise and work experience in a way that encourages collaboration and innovation
  • Defines what is and what is not important; makes the necessary trade-offs in order to maintain focus on accomplishing the goal
  • Creates a safe environment where all team members feel they can share their unique opinions and ideas

5. Compliance and Privacy obligations

  • Creates and environment that expert’s compliance
  • Complies with any corrective actions
  • Responds appropriately to reported and known/suspected compliance violations

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