Customer Service Team Lead - 1-Year Contract

apba tg human resource pte. ltd.; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

apba tg human resource pte. ltd. is seeking a Customer Service Officer (Team Lead) for a 1-year contract near Jurong East MRT. You will lead a Contact Centre team, coach staff, and oversee performance, quality, and escalation handling.

The role requires 2–3 years in a contact centre, supervising at least 10 staff, with strong KPI monitoring and stakeholder coordination. 5-day work week; contract renewal possible.

Qualifications

• Minimum A Level or Diploma with 2–3 years of contact centre experience.
• Experience supervising a team of 10+ staff.
• Able to handle escalated customer enquiries and complaints.

Responsibilities

• Lead contact centre operations and supervise daily team performance, productivity, attendance and service quality.
• Coach and train team members on systems, processes, procedures and updates.
• Handle escalated cases and support the team in managing complex customer enquiries and complaints.
• Monitor KPIs and prepare reports, including service levels, productivity and dashboards.
• Coordinate with clients, vendors and stakeholders to support smooth operations and drive improvements.

Skills

Team leadership

Customer service

Coaching

Education

A Level / Diploma

Job description

apba tg human resource pte. ltd. is seeking a Customer Service Officer (Team Lead) for a 1-year contract near Jurong East MRT. You will lead a Contact Centre team, coach staff, and oversee performance, quality, and escalation handling.

The role requires 2–3 years in a contact centre, supervising at least 10 staff, with strong KPI monitoring and stakeholder coordination. 5-day work week; contract renewal possible.