Supervisor (EV - AU market) - mandarin speaker

About the role

We are looking for an experienced Customer Service Supervisor to lead and support a customer service team serving the Australian Automotive Market. The successful candidate will oversee daily team performance, handle escalated customer cases, provide product expertise on automotive-related products and services, and ensure high customer service standards are consistently maintained.

Key responsibilities

• Lead, coach and monitor the Customer Service team to achieve daily performance, QA, SLA and KPI targets.
• Act as the team's EV product Subject Matter Expert (SME), particularly on vehicle software, charging, mobile applications and connected vehicle features.
• Handle customer escalations and complex cases, ensuring timely and effective resolution.
• Coordinate with external parties including repair centres, showrooms and roadside assistance providers when required.
• Develop and maintain product knowledge materials, FAQs and troubleshooting guides.
• Conduct refresher training and coaching sessions whenever new products, features or system updates are launched.
• Plan staffing and team coverage during peak periods, including product launches, campaigns and marketing events.
• Prepare and analyse operational reports, including team performance and customer service trends.
• Provide customer insights and feedback to the client to support service and product improvements.
• Ensure customer information and data are handled in accordance with Australian privacy and data protection requirements.

About you

• Minimum 3 years of customer service experience, with at least 1–2 years in a supervisory or team lead role.
• Experience in EV, automotive, automotive after-sales or dealership support is strongly preferred.
• Experience handling Australian / New Zealand (ANZ) customers will be an added advantage.
• Excellent spoken and written English.
• Mandarin is an added advantage.
• Familiar with CRM / ticketing systems; experience with Zendesk is an advantage.
• Strong leadership, communication, problem-solving and escalation-handling skills.
• Good ability to coach, train and develop customer service team members.
• Comfortable working early-morning shifts aligned with Australian business hours.
• Willing to work from Sunway Visio, Kuala Lumpur.