Customer Service Team Lead

3 days ago

Singapore beBeeCustomer Full time

Wise is seeking a leader to helm our Business Customer Support team in Singapore. The ideal candidate will help us uphold customer service excellence throughout the APAC region.

The Business Customer Support Team Lead is a pivotal role responsible for crafting robust teams and processes that prioritize business customers. You will serve as a critical link between customers and product teams, providing valuable feedback to inform our services.

Key Responsibilities

  • Lead the Business Customer Support team in delivering exceptional service through Quality Assurance and Quality Control processes.
  • Establish clear expectations, provide necessary support, and create opportunities for team members to contribute to strategy and grow professionally.

Operational Excellence

  • Collaborate with relevant departments to meet business objectives.
  • Maintain high product knowledge within the Business Customer Support team, ensuring strong resolution rates and rigorous Quality Assurance standards.
  • Focus on business customers, addressing priority issues and communicating effectively.
  • Implement action plans and escalation procedures to address problematic areas proactively.
  • Develop and maintain key performance metrics and Service Level Agreements (SLAs).
  • Define and implement procedures to ensure high-quality service delivery to business customers and strict adherence to SLAs.

Team Leadership & Development

  • Address agent behavior or attendance issues, ensuring agents perform to expectations and fostering a safe environment for open communication.

Business Customer Expertise:

  • A passion for customer service with at least 2 years of experience in B2B/B2C support.

Leadership & Management:

  • At least 2 years of proven experience leading and managing a team.
  • Strong people management skills and a desire to develop as a leader.
  • Experience in both people and project management.

Analytical & Problem-Solving Skills:

  • Strong analytical skills with the ability to interpret data and make informed decisions.
  • Excellent problem-solving skills and attention to detail.

Outcome-Oriented Mindset:

  • A focus on achieving the best outcomes for business customers, the team, and the company.

Adaptability:

  • Ability to quickly learn new skills and adapt to a fast-paced environment.

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