Customer Service Team Lead - Drive Centre Excellence

APBA TG Human Resource Pte Ltd; Singapore; On-site; SGD 50,000 - 78,000; 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 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.

Qualifications

• 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

Responsibilities

• 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.

Skills

Team leadership

Coaching

Customer service

Communication

Problem solving

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 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.