Customer Service Team Lead (Contact Centre) – 1-Year Contract

APBA TG Human Resource Pte Ltd; Singapore; Presencial; SGD 50.000 - 78.000; Jornada completa

Descripción de la vacante

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 guide daily contact centre operations and drive service quality.

You will coach a team of 10+ CSOs, handle escalations, monitor KPIs, and collaborate with clients and vendors to ensure smooth service. The role requires 2–3 years of CC experience and at least 1 year in supervision, with a diploma or A Levels.

Formación

• Minimum A Level or Diploma
• 2–3 years of relevant Contact Centre / Customer Service experience
• At least 1 year of supervisory or team leadership experience
• Proven experience managing or supervising a team of 10 or more staff
• Strong communication, interpersonal and problem-solving skills
• Comfortable handling escalated customer cases and working in a fast-paced Contact Centre environment

Responsabilidades

• Lead daily Contact Centre operations, overseeing team performance, productivity, attendance and service quality.
• Supervise and coach a team of 10+ Customer Service Officers, providing guidance, training and performance feedback.
• Handle customer escalations, complex enquiries and complaints, supporting the team in resolving challenging cases.
• Monitor KPIs, service levels and productivity, and prepare operational reports and dashboards.
• Work closely with clients, vendors and internal stakeholders to ensure smooth operations.
• Identify operational gaps and support process and service improvements.

Conocimientos

Team leadership

Coaching

Customer service

Communication

Problem solving

Educación

A Level / Diploma

Descripción del empleo

Customer Service Officer (Team Lead)

1-Year Contract | Near Jurong East MRT | Contact Centre | Mon–Fri

Are you an experienced Contact Centre Team Lead / Customer Service Supervisor looking for your next career opportunity?

Join a dynamic Contact Centre team where you will lead daily operations, coach team members and work closely with clients and stakeholders to deliver quality customer service.

What You’ll Do

• Lead daily Contact Centre operations, overseeing team performance, productivity, attendance and service quality.

• Supervise and coach a team of 10+ Customer Service Officers, providing guidance, training and performance feedback.

• Handle customer escalations, complex enquiries and complaints, supporting the team in resolving challenging cases.

• Monitor KPIs, service levels and productivity, and prepare operational reports and dashboards.

• Work closely with clients, vendors and internal stakeholders to ensure smooth operations.

• Identify operational gaps and support process and service improvements.

What We’re Looking For

• Minimum A Level / Diploma qualification.

• 2–3 years of relevant Contact Centre / Customer Service experience.

• At least 1 year of supervisory or team leadership experience.

• Proven experience managing or supervising a team of 10 or more staff.

• Strong communication, interpersonal and problem-solving skills.

• Comfortable handling escalated customer cases and working in a fast-paced Contact Centre environment.

Job Details

• Contract: 1 year, subject to renewal or conversion to permanent

• Working Days: Monday to Friday, 5 days per week

• Location: Near Jurong East MRT

Interested candidates are welcome to apply with your updated resume.

We regret to inform that only shortlisted candidates will be notified.

Justin Lee
Registration No.: R22107715
APBA TG Human Resource Pte Ltd
EA Licence No.: 14C7275