Team Leader – Customer Service

About the role

As a Team Leader you will lead, coach and motivate a team of Customer Service Representatives, ensuring they consistently meet service, quality, productivity and customer‑satisfaction KPIs. You will manage day‑to‑day contact‑centre operations and collaborate with cross‑functional teams to drive continuous improvement.

Key responsibilities

• Lead, coach and motivate a team of Customer Service Representatives to achieve service, quality, productivity and satisfaction KPIs.
• Manage day‑to‑day contact‑centre operations and ensure service levels are consistently met.
• Conduct regular coaching sessions, performance reviews and career‑development discussions.
• Monitor team performance, analyse operational reports and implement action plans for improvement.
• Collaborate with Quality, Training, Workforce Management and Customer Experience teams to enhance efficiency and customer experience.
• Foster a positive, engaged and high‑performing team culture through effective communication and recognition.
• Ensure compliance with company policies, client requirements and operational procedures.

Required profile

• Diploma or Bachelor’s degree in any discipline.
• Minimum 2 years of experience leading a customer service or contact‑centre team.
• Proven experience managing KPIs, SLAs, productivity, quality and customer‑satisfaction metrics.
• Fluent in spoken and written English and Mandarin.
• Strong analytical, problem‑solving and decision‑making abilities.

Required skills

What we offer

• Attractive remuneration and comprehensive benefits package.
• World‑class workspaces with easy public‑transport access.
• Flexible working arrangements and hybrid options.
• Coaching and mentoring from industry experts.
• Learning and development programmes for career growth.
• Positive, award‑winning company culture.