Customer Service Team Lead (Goverment/ West)

TDCX; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible working arrangements

Medical coverage

World-class workspace

Career growth programs

Direct public transport access

Job summary

TDCX, a Singapore-headquartered global BPO, is seeking a motivated leader to manage teams delivering CX solutions and digital marketing services. You will coach staff, monitor service levels, and drive improvements across processes.

The role requires strong communication, 3+ years of team management, and a diploma or higher in a related field. Singapore-based, with the possibility of flexible working arrangements and a focus on growth.

Qualifications

• Diploma or higher in a related field is required, marketing emphasis preferred.
• Bachelor’s or professional degree adds advantage for the role.
• Experience leading a team and driving service quality is desirable.

Responsibilities

• Leads team in daily performance, provides coaching and direction.
• Monitors service quality and ensures SLA adherence.
• Coordinates workload, distributes tasks, and adjusts backlogs.
• Identifies improvements and implements new structures and processes.
• Fosters discipline, morale, and clear communication within the team.
• Works with clients to execute service recovery actions when needed.
• Keeps the team updated on new information and procedures.
• Reports daily, weekly, and monthly statistics as required.
• Performs any other duties to support quality management at TDCX.

Skills

Team management

Strong communication

Sales driven

Education

Diploma

Bachelor's Degree

Professional Degree in Media/Marketing

Job description

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Manages team members in the day-to-day performance of work, provides leadership and coaching
• Performs transaction monitoring to ensure client's service quality is consistently achieved in accordance to service level standards set
• Coordinates and distributes work, monitors workloads and backlogs and makes necessary adjustments
• Identifies areas of improvement and to be able to introduce new structures andimproved processes as required
• Foster team discipline, communication and morale to strengthen teamwork within the team
• Work with clients and execute service recovery actions resulting from service shortfall
• Constantly update and reinforce the team on existing products, services and operational procedures.
• Ensure that team members are fully briefed on new information within agreed time frame in order to effectively carry out their role
• Collate and report the agreed statistics (in their respective job scope) on a daily, weekly and monthly basis
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Candidate must possess at least a Diploma, Bachelor’s Degree, Professional Degree in Media related or Marketing will be added advantage
• Preferablywith 3years of working experience in the related field is ideal for this position.
• Experience in managing a team
• Highly self-motivated, energetic and sales driven with a positive attitude
• Strong communication skills
• Excellent verbal and written communication skills in English and the language of the supporting market.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.