Customer Service Team Lead

Office: Novena

Contract duration: 6 months, renewable

Salary: Up to $4,000

Working days/hours: 5 days work week, shift hours.

• Support Project Manager in attaining holistic objectives of the assigned surveys.
• Lead a team to achieve service levels for assigned surveys within timeline.
• Ensuring the team attains their daily Key Performance Indicators (KPIs).
• To be the subject matter expert for assigned surveys.
• Handle incoming hotline and mailbox enquiries to resolve respondents' issues if needed.
• Ensure survey data are accurately keyed into the system via audits.
• Handle escalations/complaints cases via service recovery calls.
• Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
• Conduct field visits with junior team members for survey collection.
• Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
• Continuous improvement in standards and quality of the team via coaching efforts.
• Goals setting and conducting year-end appraisals.
• Any other ad-hoc duties as assigned.

Requirements

• Minimum Diploma qualification in Business, Marketing, or related field.
• At least 1–2 years of leadership experience for a call centre.
• Strong communication and interpersonal skills.
• Ability to work independently and manage time effectively.
• Proficiency in MS Office (Excel, Word) and basic data entry tools.
• Availability to work on weekends as required by project schedules.
• High attention to detail and ability to maintain confidentiality.

We regret to inform that only shortlisted candidates will be notified.

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