Customer Service Team Lead (Call Centre)

APBA TG Human Resource Pte Ltd; Singapore; On-site; SGD 40,000 - 54,000; Full time

Job summary

APBA TG Human Resource Pte Ltd is seeking a Customer Service Officer (Team Lead) to join a contact centre team on a 1-year contract near Jurong East MRT. The role involves leading daily operations, coaching staff, and handling escalations to ensure high service quality.

The ideal candidate holds a Diploma or equivalent with 2-3 years in a contact centre, and at least 1 year in a supervisory position to manage a 10+ staff team.

Qualifications

• Minimum A Level/Diploma, with 2-3 years of relevant Contact Centre / Customer Service experience.
• Experience managing a team of 10+ staff.
• At least 1 year in a supervisory role.

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 operational updates.
• Handle escalated cases and support the team in managing complex customer enquiries and complaints.
• Monitor KPIs & prepare reports, including service levels, productivity, case status and dashboards.
• Coordinate with clients, vendors and stakeholders to support smooth operations and drive service improvements.

Skills

Team leadership

Customer service

Team management

Coaching

KPI reporting

Education

Diploma or equivalent

Job description

Customer Service Officer (Team Lead)

1-Year Contract | Near Jurong East MRT | Contact Centre Operations | 5-Days Work Week (Mon-Fri)

My client is looking for an experienced Customer Service Officer (Team Lead) to join a Contact Centre team on a 1-year contract, subjected to renewal or conversion to permanent.

Key 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 operational updates.

• Handle escalated cases and support the team in managing complex customer enquiries and complaints.

• Monitor KPIs & prepare reports, including service levels, productivity, case status and operational dashboards.

• Coordinate with clients, vendors and stakeholders to support smooth operations and drive service improvements.

Requirements

• Minimum A Level/Diploma, with 2-3 years of relevant Contact Centre / Customer Service experience.

• Experience managing a team of 10+ staff.

• At least 1 year in a supervisory role

We regret to inform that only shortlisted candidates are notified.