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Customer Service Team Lead

2 weeks ago

Singapore MAESTRO HUMAN RESOURCE PTE. LTD. Full time

**Responsibilities**:

- Report to Contact Centre Manager
- Respond to customers' queries and concerns with the aim of achieving first call resolution satisfactorily
- Manage complaints escalated by team members and ensure necessary service recovery is performed in a timely manner.
- Provide regular coaching and guidance to team members.
- Conduct training sessions on soft skills, product and system knowledge to prepare and support new employees.
- Prepare and attend audits for our contact centre and follow up with rectifications of non-compliances if any.

**Requirements**:

- Preferably 3 to 5 years of working experience in the Contact Centre or Call centre environment with a proven track record in operation and people management
- Experience in leading, inspiring and motivating others to meet goals and performance metrics.
- Excellent decision-making and analytical skills
- Strong communication and interpersonal skills
- Prior experience in a call centre environment is preferred
- Possesses a customer service mindset and is able to empathise with customers and quickly grasp the issues they’re facing. 5 day week / office hour

Maestro HR

damien lee tian hong

R1106726

16C8462