Customer Service Team Leader

This role focuses on overseeing daily customer service operations to ensure high standards of customer satisfaction. You will manage a team of customer service staff, monitor service quality, and coordinate with internal and external stakeholders to resolve issues efficiently. The position requires maintaining a professional environment, managing shift schedules, and preparing statistical reports to support operational improvements. You will also be responsible for ensuring the availability of accurate sales promotion information for customers.

The ideal candidate will lead by example, demonstrating strong communication skills and a service-oriented mindset. You will handle customer feedback and complaints, working closely with relevant departments to implement solutions. This role involves managing facility maintenance and equipment readiness to support smooth service delivery. Success in this position requires a proactive approach to problem-solving and the ability to build strong relationships with both customers and team members.

• Monitor and evaluate service standards and operational processes for customer service staff
• Schedule shifts for the customer service team to ensure optimal staffing levels
• Prepare and submit statistical reports on service usage and operational metrics
• Coordinate with internal departments and external branches to enhance service standards
• Manage customer feedback, complaints, and queries by escalating to relevant parties for resolution
• Maintain and prepare equipment and facilities in customer service areas
• Ensure customer service staff are informed of current sales promotion activities

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