Customer Service Team Lead

11 hours ago

Singapore beBeeCustomerService Full time

Job Description:

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team. The successful candidate will be responsible for managing the daily operations of our call centre, ensuring smooth and efficient service delivery to our guests.

The ideal candidate will have a proven track record in leading teams and driving results in a fast-paced customer service environment. They will possess excellent communication and interpersonal skills, with the ability to motivate and develop their team members.

Key Responsibilities:

  • Team Management: Supervise and lead a team of customer service representatives, providing coaching and guidance to ensure they meet performance expectations.
  • Call Centre Operations: Oversee the day-to-day activities of the call centre, including monitoring call volumes, handling escalations, and implementing process improvements.
  • Customer Service: Ensure that all guest interactions are handled professionally and efficiently, resolving issues promptly and effectively.
  • Performance Monitoring: Analyze key performance indicators (KPIs) such as call abandonment rates, first call resolution (FCR), and customer satisfaction (CSAT).

Requirements:

  • Minimum Qualifications: Minimum 'N' level certification
  • Work Experience: Minimum 5 years' experience with 2 years of supervisory experience in a Call Centre environment, preferably in the hospitality industry
  • Skills and Abilities: Excellent verbal and written communication skills, with the ability to convey information clearly and concisely. Strong customer service orientation, with the ability to handle challenging situations with empathy and professionalism.

Benefits:

We offer a competitive salary package, comprehensive benefits, and opportunities for career growth and development.

Others:

We are an equal opportunities employer and welcome applications from all qualified candidates. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, please submit your application.

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