Customer Service Team Leader

COMPANY DESCRIPTION
To carry on the business of warehousing and logistics.

DESIGNATION : Customer Service (Logistics) Team Leader

RESPONSIBILITIES

**Job Types**: Permanent Full-time

**Job information**
- Working location**:38 Jalan Buroh, Level 7, Hankyu Hanshin Logistics Centre, Singapore 619504 (Boon Lay)**:

- Monthly basic salary : SGD2200~2400
- Allowance - Monthly $100 Transport. Daily shift AM $10 / PM $20 (AM shift allowance applies before 8am, PM shift half if half day)
- Overtime - claimable, cap at 72hrs per month

**Current Working Days: 5.5 days work week (44 hours) Mondays to Saturdays**

**Mondays to Fridays (Alternate shift every week) 7.30am-4.30pm and 10am-7.00pm**

**Alternate Saturdays 7.30am-7pm**

**Job Summary**:
The Customer Service Team Leader will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

**Responsibilities**:

- Trains new employees in the company’s customer service policies, procedures, and best practices.
- Organizes and oversees the schedules and work of assigned staff.
- Conducts performance evaluations that are timely and constructive.
- Handles discipline of employees as needed and in accordance with company policy for customer service.
- Ensure highest level of customer experience service is rendered.

Duties/Responsibilities:

- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Ensures that representatives are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the HOD.
- Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
- Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
- Step in to attend to customers that are proving difficult to team members and resolve their complaints
- Delegate different customer service duties to team members to ensure a faster and smoother flow
- Performs other related duties as assigned by HOD.

QUALIFICATIONS
**Required Skills/Abilities**:
The skills, duties and other attributes required to excel as customer service leader include the following:

- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.
- Proficient in Microsoft Office Suite or related software.
- Ability to multitask.
- Good interpersonal skills to create a cordial relationship with team members.
- Excellent skills for communicating and relating with both staff members and customers.

**Education and Experience**:

- must possess at least a Secondary School/"N" Level/ Higher academic in any field
- At least five years of customer service experience required
- At least 2 years of experience role preferred
- Strong listening and persuasion skills
- Good command of English
- Able to remain calm under challenging situations and handle pressure
- Approachable, enjoys interacting with people, strong interpersonal skills
- Singaporean

OTHER INFORMATION
**Job Other Information**
- 4 corporate polo shirt provided.
- Yearly safety boots reimbursement.

**Confirmed Staff Benefits**
- AWS and bonus if declared by the company base on company performance;
- PA and hospitalisation and surgical insurance;
- Annual staff birthday vouchers;
- Monthly fixed medical fee;
- Annual leave 10-14 days.
- Attendance incentive;
- Career advancement.