Customer Experience Team Lead Luxury Brand CX

TDCX Group; Singapore; Hybrid; SGD 58,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Social security coverage

Flexible working arrangements

Direct public transport access

Job summary

TDCX is seeking a Customer Service Team Lead to guide a high-performing front-line team supporting a luxury brand in hospitality and travel. Based in Singapore, you will ensure outstanding service across channels, coach agents, and drive first-contact resolution while upholding our service standards.

You will collaborate with partners, analyze customer feedback, and implement process improvements to enhance the customer experience while balancing efficiency and quality.

Qualifications

• Diploma or degree in any field, as required by the role.
• 2 years of related experience preferred, fresh graduates encouraged.
• Strong time management and multitasking abilities.
• Excellent listening and written communication with empathy for customers.
• Comfortable using computers and multiple systems; proficient English.
• Global market language proficiency for the supporting market.

Responsibilities

• Provide excellent customer support across all channels.
• Identify customer needs and offer strategic resolutions.
• Ensure first-contact resolution and follow-up with partners and internal teams.
• Offer constructive feedback to improve tools, resources, and procedures.
• Deliver superior service to maximize customer satisfaction.
• Build sustainable relationships and go the extra mile for customers.
• Undertake other duties to support quality management.

Skills

Strong communication

Time management

Multi-tasking

Empathy for customers

English proficiency

Education

Diploma or Bachelor's degree

Tools

CRM systems

Job description

TDCX is seeking a Customer Service Team Lead to guide a high-performing front-line team supporting a luxury brand in hospitality and travel. Based in Singapore, you will ensure outstanding service across channels, coach agents, and drive first-contact resolution while upholding our service standards.

You will collaborate with partners, analyze customer feedback, and implement process improvements to enhance the customer experience while balancing efficiency and quality.