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Customer Care Leader

3 weeks ago

Singapore Singtel Full time

**Customer Care Leader**:
**Date**:11 Apr 2025

**Location**: Singapore, Singapore

**Company**:Singtel Group
- An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say “Hello BIG Possibilities”._

**Be a Part of Something BIG**

The Mobile Support Team Leader plays a critical role in leading and supporting a team of frontline specialists to deliver exceptional customer service and uphold operational excellence. This role is responsible for managing escalated cases, providing coaching and development to team members, and driving service quality through continuous improvement initiatives.

As a key point of contact for both internal teams and external stakeholders, the Team Leader will ensure timely resolution of customer issues, deliver detailed and accurate information for escalated cases, and foster a collaborative and engaging team environment. The role also involves identifying process gaps, supporting team motivation, and aligning daily operations with broader organizational objectives and customer satisfaction goals.

**Make an Impact by**
- Conduct deep-dive analysis of cases to identify root causes, trends, and areas for improvement.
- Provide individual coaching sessions focused on performance enhancement and personal development.
- Offer real-time guidance and advice to team members on case management and customer interactions.
- Foster a positive and motivating team environment through regular engagement and support.
- Identify and address process gaps by facilitating team huddles and discussions on case learnings.
- Collaborate closely with cross-functional stakeholders (e.g., Product, Network teams) to resolve systemic issues and enhance processes.
- Handle complex and escalated customer cases, providing timely and effective resolution through call backs.
- Deliver comprehensive and detailed information pertaining to complaint cases to ensure clarity and resolution.

**Skills for Success**
- Min. O Levels/Nitec/Higher Nitec
- Min 1 year of experience in contact centre or customer support setup.
- In-depth Knowledge of Mobile Services
- Problem Solving & Critical Thinking Skills
- Process Knowledge
- Experience in Handling Complaints, Escalations and Service Recovery
- Effective Communication Skills
- Leadership & People Management
- Coaching & Mentoring
- Team Engagement & Motivation
- Customer-Centric Mindset

**Rewards that Go Beyond**
- Flexible work arrangements
- Full suite of health and wellness benefits
- Ongoing training and development programs
- Internal mobility opportunities

**Are you ready to say hello to BIG Possibilities?**

**We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.