Team Lead, Customer Service

Singapore Power Ltd; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading company in Singapore seeks a Customer Service Manager to oversee operations and enhance team performance. In this role, you will manage customer inquiries, direct resources, and foster a collaborative environment. Ideal candidates will have significant experience in customer service and a strong commitment to team motivation.

Benefits

Attractive remuneration based on performance

Regular wellness programs

Collaborative team environment

Qualifications

• Minimum 3 years in customer service, including 2 years supervisory.
• Strong written and verbal communication skills.
• Capability to work both independently and in teams.

Responsibilities

• Manage day-to-day operations and customer inquiries.
• Monitor performance and manage resources effectively.
• Provide coaching and support to team members.

Skills

Customer-centric mindset

Interpersonal communication

Multi-tasking

Organizational skills

Team motivation

Job description

What You'll Do:

1. Manage day-to-day operations and attend to customer inquiries via hotline and digital platforms.
2. Monitor performance in real-time and manage/deploy resources accordingly.
3. Plan workload and deploy resources effectively.
4. Prepare statistics and reports for management review.
5. Implement workflow improvement initiatives and manage changes.
6. Handle feedback and escalations from stakeholders promptly.
7. Monitor team performance and provide ongoing coaching and support to staff.
8. Inspire teamwork and foster a sense of accountability.
9. Provide appropriate solutions and alternatives in a timely manner to meet KPIs.
10. Perform other ad-hoc duties as assigned.

What You'll Need:

1. Minimum 3 years of customer service experience, including at least 2 years in a supervisory role.
2. Strong customer-centric and service-oriented mindset.
3. Excellent written, verbal, and interpersonal communication skills.
4. Ability to multi-task, organize, and prioritize under pressure.
5. Capability to work independently and as part of a team.
6. Ability to motivate and mentor team members.
7. Able to work on alternate Saturdays (half-day).

What We'll Provide:

1. Attractive remuneration based on performance.
2. Regular wellness programs to promote healthy living.
3. Collaborative team environment focused on outstanding achievements.