Customer Service Team Lead

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment agency in Singapore is seeking a team leader to support the Project Manager in achieving survey objectives. The ideal candidate will possess a Diploma in Business or related field and have solid leadership experience within a call center. Responsibilities include leading a team to achieve KPIs, handling escalations, and ensuring data accuracy. Candidates must be available to work weekends as needed. This is a 6-month renewable position offering a salary of up to $4,000.

Qualifications

• Minimum Diploma qualification in Business, Marketing, or related field.
• At least 1–2 years of leadership experience in a call center.
• Availability to work on weekends as required by project schedules.

Responsibilities

• Support Project Manager in achieving survey objectives.
• Lead team to meet service levels within timeline.
• Ensure daily Key Performance Indicators are met.

Skills

Strong communication skills

Interpersonal skills

Proficiency in MS Office

Attention to detail

Ability to work independently

Education

Diploma in Business, Marketing, or related field

Tools

MS Office

Data entry tools

Job description

• Office: Novena

• Contract duration: 6 months, renewable

• Salary: Up to $4,000

• Working days/hours: 5 days work week, shift hours.

Job Descriptions:

• Support Project Manager in attaining holistic objectives of the assigned surveys.
• Lead a team to achieve service levels for assigned surveys within timeline.
• Ensuring the team attains their daily Key Performance Indicators (KPIs).
• To be the subject matter expert for assigned surveys.
• Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed.
• Ensure survey data are accurately keyed into the system via audits.
• Handle escalations/complaints cases via service recovery calls.
• Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
• Conduct field visits with junior team members for survey collection.
• Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
• Continuous improvement in standards and quality of the team via coaching efforts.
• Goals setting and conducting year-end appraisals.
• Any other ad‑hoc duties as assigned.

Requirements

• Singaporean
• Minimum Diploma qualification in Business, Marketing, or related field.
• At least 1–2 years of leadership experience for a call centre.
• Strong communication and interpersonal skills.
• Ability to work independently and manage time effectively.
• Proficiency in MS Office (Excel, Word) and basic data entry tools.
• Availability to work on weekends as required by project schedules.
• High attention to detail and ability to maintain confidentiality.

Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOL job application platform - GO.

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