Team Lead, Customer Service

What You Will Deliver

• Deliver high quality customer service standards through timely and effective resolution of customer feedback.
• Improve and innovate customer service procedures, policies, and standards in line with the company's objectives, and work with the customer service team with updated industry trends and new practices or knowledge.
• Lead, train, and mentor a team of customer service representatives in SG & MY in a fast-paced environment to enhance their skills and knowledge.
• Efficiently manage and resolve conflicts / complaints from customers' feedback which include handling all inbound calls and emails.
• Conduct proper investigation on damages or claims requests timely to ensure closure of complaints.
• Monitor customer service metrics and provide regular reports to management on performance and customer feedback, for e.g. Google reviews and ratings.
• Schedule and manage customer service team duty roster to ensure manpower stability in the team, covering manpower when necessary.
• Be resilient and patient to resolve conflicts and manage customer service team grievances.
• Foster a positive and collaborative team culture that values open communication, continuous learning, and teamwork.
• Collaborate with other departments to ensure smooth and efficient operations.
• Provide all other relevant support requested by the reporting manager.

Who You Are

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