Night Shift - Customer Experience Team Lead (Call Centre)

BlueSG Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

BlueSG is seeking a Team Lead to manage Customer Experience Agents in Singapore. The role requires strong leadership and customer service skills, focusing on enhancing team performance and ensuring high-quality service delivery in a dynamic environment.

Qualifications

• Proven customer service experience with at least 2 years in a supervisory role.
• Strong leadership skills and ability to work under pressure.

Responsibilities

• Organize and oversee shift duties for the team.
• Supervise and mentor Customer Experience Agents.
• Monitor calls for adherence to policies.
• Provide real-time feedback and conduct monthly reviews.

Skills

Leadership

Communication

Team Management

Attention to Detail

Customer Service

Tools

Zendesk

Job description

Roles & Responsibilities

BlueSG is the first and only point to point car sharing service in Singapore, offering a convenient, flexible and affordable mobility option to all, complementing public transport while reducing the need for car ownership. With a 100% electric fleet, BlueSG provides a sustainable transportation solution, eliminating direct carbon dioxide emissions as compared to traditional vehicles.

Join us if you’re passionate about our business, ready to contribute, and resonate with our core values – Collaboration, Curiosity, Customer-Centricity, Empowerment and Respect!

About the role

The Team Lead will organise, direct, and monitor the daily activities of a team of Customer Experience Agents. This role involves ensuring high levels of customer service, adherence to company policies, and continuous improvement of team performance.

• Organise and oversee shift duties for the team.

• Supervise and mentor a team of Customer Experience Agents to achieve performance goals.

• Ensure emails, live chat and calls handled by Customer Experience Agents are correctly managed.

• Monitor calls to observe individual demeanour, technical accuracy, and adherence to company and client policies and procedures.

• Handle and escalate sensitive calls when necessary.

• Provide real-time feedback and conduct monthly reviews.

• Identify and address process bottlenecks and inefficiencies to improve overall performance.

• Collaborate with other departments to ensure seamless communications and alignment of goals.

• Handle any ad-hoc tasks assigned to support operational needs, process improvements, or special projects.

What We’re Looking For

• Proven experience in a customer service role, with at least 2 years in a supervisory position.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Ability to provide constructive feedback and handle sensitive situations.

• Ability to work under pressure.

• Attentive to details.

• Proficiency in using customer service software tools such as Zendesk.

• Must be able to work permanent night shift 10:30pm - 7:30am

• weekends and Public Holidays.