Call Centre Team Leader

ZEN CAREER PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment agency in Singapore is looking for an experienced professional to oversee customer service operations. The role demands at least 2 years of relevant experience, including team management. Key responsibilities include ensuring compliance with company policies, supervising the customer service team, and handling customer complaints effectively. Ideal candidates will possess strong communication skills and a commitment to enhancing service quality. Competitive salary and transport provided for the West area.

Benefits

AWS provided

Transport provided

Qualifications

• Minimum 2 years of relevant experience.
• Experience in team management is required.

Responsibilities

• Ensure compliance with company policies among customer service officers.
• Supervise and guide the customer service team.
• Handle and resolve service or product complaints.

Skills

Team management

Customer service

Communication

Job description

Basic information

• Monday - Sunday, 8.30am - 6pm, 5 day work week
• Basic UP $3160
• AWS provided
• West area (Transport provided)

Job Scope

• Ensure compliance with company policies and workflows among customer service officers.
• Communicate effectively with team members and related departments to support operations.
• Supervise and guide the customer service team to meet deadlines, ensure order accuracy, and resolve customer complaints.
• Oversee sales order management through various channels such as email and WhatsApp.
• Maintain smooth daily operations with fair duty rotations.
• Handle and resolve service or product complaints professionally and manage escalated cases effectively.
• Monitor customer feedback, identify improvement areas, and implement initiatives to enhance service quality.
• Provide on-the-job training for new hires and manage staff scheduling, especially during absences or peak periods.
• Develop backup plans for operational continuity and conduct regular performance evaluations to support staff growth.

Additional Information

• Minimum 2 years of relevant experience
• Must have experience in team management

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We regret to inform that only shortlisted candidates would be notified. We wish you all the best in your career search.

Zen Career Pte Ltd | 24C2559
Tan Wen Hui (Serene) |EA Personnel No.: R25145352