Job Description

1. Team Management
  • Lead, coach, and support a team of service staff (like customer service agents, technicians, field service reps, etc.).
  • Schedule shifts, assign tasks, and ensure enough coverage.
  • Motivate the team to meet service goals (speed, quality, satisfaction).
  • Train new hires and help with upskilling current team members.
2. Service Delivery
  • Monitor daily operations to make sure service standards are met.
  • Handle escalations — step in when customers are unhappy or cases are complicated.
  • Review and improve service workflows for efficiency.
3. Customer Focus
  • Make sure customers have a good experience.
  • Collect feedback from customers and act on it.
  • Solve complex issues that frontline staff escalate.
4. Performance Monitoring
  • Track team KPIs (Key Performance Indicators) like response time, resolution rate, c...

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