Customer Service Team Leader

This role focuses on overseeing customer service operations within the branch to ensure high standards of delivery and customer satisfaction. You will be responsible for managing the daily workflow of customer service staff, including scheduling shifts and monitoring operational procedures. The position requires strong coordination skills to bridge the gap between customers and internal departments, ensuring that service standards are consistently met and improved.

You will play a key role in maintaining the branch environment by managing equipment and facilities while staying updated on sales promotion activities to provide accurate information to clients. The role involves analyzing service statistics and operational reports to identify areas for improvement. You will also handle customer feedback and complaints, working with relevant parties to resolve issues efficiently and maintain positive customer relationships.

• Control and monitor service standards and operational procedures for customer service staff
• Schedule shifts for customer service staff to ensure optimal staffing levels
• Analyze service usage statistics and prepare reports for relevant departments
• Coordinate with internal and external branches to improve service standards
• Manage customer problems and comments, escalating to relevant parties for resolution
• Maintain and prepare equipment and facilities in customer service areas
• Stay updated on sales promotion activities to provide accurate information to customers

• Bachelor’s degree in a related field
• Minimum of 1-3 years of experience in a related field
• 0-3 years of team management experience
• Strong communication skills, including English proficiency
• Professional and tidy personality
• High level of responsibility and patience
• Strong problem-solving skills
• Service-oriented mindset and good human relations