Customer Service Team Lead

About the role

TDCX is seeking a Customer Service Team Lead to manage a high‑performing team that delivers excellent service to partner brands. You will oversee daily operations, coach team members, and ensure service quality meets established standards.

Key responsibilities

• Lead and coach team members in day‑to‑day performance.
• Monitor transactions to guarantee consistent service quality.
• Coordinate work distribution, manage workloads and backlogs, and adjust as needed.
• Identify improvement areas and implement new processes.
• Foster team discipline, communication, and morale.
• Execute service recovery actions with clients when shortfalls occur.
• Update the team on products, services, and procedures promptly.
• Collect and report daily, weekly, and monthly statistics.
• Support the Quality Management System through continuous improvement.

Required profile

• Diploma, Bachelor’s or Professional degree; media or marketing background is a plus.
• At least 3 years of relevant experience, preferably in customer service, contact centre or call centre environments.
• Proven experience managing a team.
• Ability to thrive in a fast‑paced environment and handle challenging customer situations.
• Highly self‑motivated, energetic, sales‑driven with a positive attitude.
• Strong communication skills in English and Mandarin.

Required skills

What we offer

• Attractive remuneration and performance incentives.
• Comprehensive medical, insurance and social security coverage.
• World‑class workspaces and engaging activities.
• Strong learning and development plans for career growth.
• Positive work culture with flexible working arrangements.