Team Leader – Customer Service

Full time in Health Care
  • Kuala Lumpur, Malaysia View on Map
  • Post Date : July 30, 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.

Job Description

Your responsibilities are:

  1. People Management
  • Recruits, manages and develops people effectively to deliver exceptional value to internal and external customers
  • Develops and makes good faith efforts and monitor progress toward goals for underutilized job groups in partnership with human resources
  • Maintains a positive work environment that supports a quality driven team including effective change management.
  • Facilitates meetings to communicate team performance goals and results; share general corporate communication; provide a forum for surfacing opportunities and/or issues; and share operational learnings
  • Managers employee retention through hiring process for team, monitors and measures employee retention, determines appropriate interventions such as team environment and motivational incentives
  • Works with functional area to ensure career planning, talent assessment and succession management occurs
  • Conducts regular scheduled meeting to provide metrics, as well as coaching/development and facilitate career discussion
  1. Daily Operations Management
  • Manages daily team operations to effectively achieve individual and team goals
  • 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
  • Participates in coaching and monitoring calibration sessions as requested
  • Provides input/feedback to continuously improve daily processes
  • Responds to all inquiries and contacts in a timely and professional manner
  • Continues to maintain and enhance company 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
  • Effectively manages customer escalations, including handling customer contacts as necessary
  1. Partnerships Partners with cross functions to:
  • Develop operational improvement plans for agents and ensure staff qualifications
  • Ensure staff is properly scheduled and ensure individuals and teams adhere to the schedule
  • Assure effective communication of the team’s efforts and to obtain needed resources for the team
  1. Transformational Effort Support
  • Commits to the success of our business by identifying, developing and implementing specific initiatives
  • 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
  • Ensures that everyone clearly understands the alignment between the goals of the business, the goals of your area and their individual goals
  • Creates a safe environment where all team members feel they can share their unique opinions and ideas
  • Decides and act promptly, using good judgment and anticipate/remove obstacles that get in the wary of progress
  • Supports efforts to implement processes and technologies to maximize efficiency and effectiveness and to deliver excellence in quality standards
  1. Administrative Duties
  • Check data integrity in GCC system
  • Quality checks, process monitoring and improvements
  1. Compliance and Privacy obligations
  • Creates and environment that expert’s compliance
  • Understands and follow all compliance policies, laws, regulations and The Red Book
  • Monitors teams’ compliance with The Red Book, policies and training
  • Integrates compliance into daily activities
  • Cooperates with investigations, monitoring and audits
  • Responds appropriately to reported and known/suspected compliance violations


You must have:

At least 3 years experiences in call center for pharmaceutical or healthcare industrial. You will be supporting to China market and able to communicate and written in Mandarin and English. Must have strong ownership and ability to make decision within guidelines. You must be able to setup, develop and motivate a team.


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