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Customer Management

Team Leader, APAC Customer Care Centre

  • Título Team Leader, APAC Customer Care Centre
  • Função Customer Management
  • Sub função Customer Service Operations
  • Categoria Experienced Analyst, Customer Service Operations (P5)
  • Local Petaling Jaya, Selangor, Malaysia
  • Postado
  • ID obrigatória 2406179244W
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Position Summary: 

  • Johnson & Johnson Medtech is recruiting for a Team Leader, APAC Customer Care Centre, located in Pinnacle Sunway (KL Hub). 
  • The CS Team Leader is responsible for leading teams of CS Coordinators for responsible market to perform transactional services to customers and other CS stakeholders.
  • The CS Team Leader is expected to be proficient in all transactional processes performed by direct reports and have a thorough understanding of the overall Distribution & Logistics and Customer Service (CS) organizations. The Team Leader is expected to enable strong relationships and collaboration across functions as needed to provide service to customers.
  • Individual will show a clear desire and well-developed ability to navigate key relationships/overlaps that exist between Customer Service and other key business units, including Supply Chain, Commercial, Finance and Shared Services.
  • The CS Team Leader will monitor team efficiency and effectiveness based on pre-determined organization performance metrics. The Supervisor reports to a CS Manager and escalates complex customer issues as needed.
  • The CS Team Leader will be responsible for attracting, developing, and retaining CS talent, support constant technical training and maintain a collaboration environment among CS employees.

Key Responsibilities: 

  • Responsible for the customer service inventory management process.
  • Provides oversight for order management, inquiry management, and invoice management activities performed by Customer Service Representatives.
  • Monitoring daily/weekly/monthly operational BAU of the KL Hub to ensure that all defined KPI’s (department & CS Rep level) as achieved.
  • Handle all escalated internal/external customer issues that cannot be supported by CS Representatives.
  • Optimize resource allocation based on the forecasted transaction volume and CSR’s performance/capabilities. 
  • Multitask and upskill the team to support added task such as follow-up with warehouse on any ad hoc cases, attend operational forums as a spokesperson on behalf of the CS Manager.
  • Review current processes and streamline them based on best approach/practices.
  • Drive service quality by providing training and coaching for CS rep. 
  • Network/interact with all relevant stakeholders within the respective market in order to strengthen work relationship and build agility.


  • University/Bachelor’s Degree or equivalent experience
  • Generally, requires 5-7 years related experience
  • Cross-Functional & Cross-Sector Exposure/Experience 
  • Experience and exposure to functions outside of JJCS, with relevant exposure to enterprise-wise initiatives
  • Exposed to Project Management skills
  • Technical skills: MS Office, SAP, J&J Customer Connect
  • Office skills: Standard office telephone, Email, Outlook
  • Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications, People leadership.

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