Customer Service Team Lead (Government / East)

About the role

TDCX, a Singapore-headquartered global business process outsourcing company providing customer experience, sales and digital marketing services, is hiring a Customer Service Team Lead for its Government / East team. You will help deliver excellent service to partner brands through team leadership, workload coordination and service recovery.

Key responsibilities

• Manage team members' day-to-day work, provide leadership and coaching
• Monitor transactions to ensure consistent service quality against service level standards
• Coordinate and distribute work, monitor workloads and backlogs and adjust as needed
• Identify areas for improvement and introduce new structures and improved processes
• Foster team discipline, communication and morale
• Work with clients on service recovery actions following service shortfalls
• Keep the team updated on products, services and procedures, and brief them on new information within the agreed timeframe
• Collect and report agreed statistics daily, weekly and monthly
• Carry out any other duties assigned by management, including supporting the Quality Management System

Required profile

• Diploma, Bachelor's degree or professional degree; a degree in media-related or marketing fields is an added advantage
• At least 3 years of experience in the related field is ideal
• Experience managing a team
• Self-motivated, energetic and sales-driven with a positive attitude
• Excellent verbal and written English and the language of the supporting market

What we offer

• Attractive remuneration and great perks
• Medical, insurance and social security coverage
• World-class workspaces and engaging activities and recognition programs
• Learning and development plans, coaching and mentoring
• Flexible working arrangements and easy access by public transport