ASEAN Customer Service Center | Inbound Team Lead with Malay Language

Company Description
The Bosch Group is a leading global supplier of technology and services. Since the beginning of 2013, its operations have been divided into four business sectors: Automotive Technology, Industrial Technology, Consumer Goods, and Energy and Building Technology.
The Bosch Group comprises Robert Bosch GmbH and its roughly 360 subsidiaries and regional companies in some 50 countries. If its sales and service partners are included, then Bosch is represented in roughly 150 countries. This worldwide development, manufacturing, and sales network is the foundation for further growth.
Bosch Global Software Technologies Company Limited (BGSV) is 100% owned subsidiary of Robert Bosch GmbH - one of the world's leading global suppliers of technology and services, offering end-to-end Engineering, IT, and Business Solutions.
Starting its operation from 2010 at Etown 2 in HCMC, BGSV is the first software development center of Bosch in Southeast Asia. BGSV nowadays have over 4,000 associates, with a global footprint and presence in the US, Europe, and the Asia Pacific region.
With our unique ability to offer end-to-end solutions that connect sensors, software, and services, we enable businesses to move from the traditional to digital or improve businesses by introducing a digital element in their products and processes.
Job Description
Lead and manage daily inbound customer service operations.
Coach, motivate, and develop Customer Service Agents.
Monitor team performance, quality, productivity, and SLA/KPI achievement.
Handle customer escalations, improve service quality
Ensure compliance with operational processes and quality standards.
Manage workforce planning, operational reporting, onboarding, and training support activities.
Qualifications
Bachelor's degree or above.
Minimum 5 years of experience in customer service, contact center, shared services, or BPO environments.
Minimum 2 years of people management experience at the Team Lead or Supervisor level.
Strong leadership, communication, coaching, and stakeholder management skills.
Experience with CRM and contact center systems is an advantage.
Malay: Native or near-native proficiency.
English: Advanced professional proficiency.
Additional ASEAN language skills are an advantage (Mandarin, Thai, Tagalog, Bahasa Indonesia, or Vietnamese).
Experience supporting ASEAN regional customers or experience in multinational or multicultural environments is preferred.
Additional Information
Why BOSCH?
Because we do not just follow trends, we create them. Together we turn ideas into reality, working every day to make the world of tomorrow a better place. Do you have high standards when it comes to your job? So do we. At Bosch, you will discover more than just work.
Benefits and Career Opportunities
Working in one of the Best Places to Work in Vietnam and Top 30 of the Most Innovative Companies all over the world
Join in a dynamic and fast-growing global company (English-speaking environment), with opportunity to work in global projects and being a part of innovation team contributing initiative ideas to the hi-tech world
Onsite opportunities: short-term and long-term assignments in worldwide offices
Engage in our diverse training programs which surely help strengthen both your personal and professionalism
13th-month salary bonus + attractive performance bonus (you'll love it!) + annual performance appraisal
100% offered salary and mandatory social insurances in 2-month probation
15++ days of annual leave + 1-day of birthday leave
Premium health insurance for employee and 02 family members
Flexible working time and working model
Lunch and parking allowance
Good benefits of company activities such as: football, badminton, yoga, Aerobic, team building...
Legal Entity: Bosch Global Software Technologies Company Limited