Customer Service Team Lead

About the Role:

As a Customer Service Team Lead, you will be responsible for leading and supporting a team of customer service representatives. You’ll ensure that customers receive outstanding service while fostering a collaborative and high-performing team environment.

Key Responsibilities:

• Team Leadership & Development:
  • Lead and mentor the customer service team to deliver exceptional customer experiences.
  • Provide coaching, training, and support to team members to improve performance.
  • Monitor and evaluate individual and team performance, providing constructive feedback.
• Customer Support & Satisfaction:
  • Oversee day-to-day operations, ensuring timely and effective handling of inquiries via email, live chat, phone calls, WhatsApp, and social media.
  • Resolve escalated customer issues promptly, ensuring a positive outcome.
  • Maintain accurate records of customer interactions and service activities.
  • Implement strategies to enhance customer satisfaction and retention.
• Process Improvement & Collaboration:
  • Assist in developing and refining customer service policies, processes, and best practices.
  • Work closely with the operations, production, and marketing teams to address customer concerns and improve service efficiency.
  • Stay up to date with industry trends and new tools to optimize the customer experience.

Requirements:

• Proven experience in a customer service leadership or supervisory role.
• Strong interpersonal and communication skills with a passion for customer service.
• Ability to handle high-pressure situations while maintaining professionalism.
• Detail-oriented with excellent problem-solving and decision-making abilities.
• Comfortable working in a fast-paced, dynamic environment (start-up experience is a plus).
• Proficiency in CRM tools and customer support software is an advantage.
• Excellent command of English; Mandarin proficiency is a strong added advantage.