Inbound Team Lead with Malay Language

About the role

Bosch Global Software Technologies Company Limited (BGSV), a 100% owned subsidiary of Robert Bosch GmbH and the first Bosch software development centre in Southeast Asia, is hiring an Inbound Team Lead for its ASEAN Customer Service Center in Ho Chi Minh City. The role leads and manages daily inbound customer service operations.

Key responsibilities

• 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 and improve service quality
• Ensure compliance with operational processes and quality standards
• Manage workforce planning, operational reporting, onboarding and training support

Required profile

• 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 Team Lead or Supervisor level
• Malay: native or near-native proficiency
• English: advanced professional proficiency
• Preferred: experience supporting ASEAN regional customers or in multinational/multicultural environments

Required skills

• Strong leadership, communication, coaching and stakeholder management skills
• Experience with CRM and contact center systems is an advantage
• Additional ASEAN languages (Mandarin, Thai, Tagalog, Bahasa Indonesia, Vietnamese) are an advantage

What we offer

• 13th-month salary bonus, performance bonus and annual performance appraisal
• Full salary and mandatory social insurance during the 2-month probation period
• 15+ days of annual leave plus 1 day of birthday leave
• Premium health insurance for the employee and two family members
• Flexible working hours and model, lunch and parking allowance
• Short-term and long-term assignments in worldwide offices and training programs