Customer Service Team Leader

#BeMore
Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.
Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore
Top Reasons to work with TDCX
Attractive remuneration, great perks, and performance incentives
Comprehensive medical, insurance, or social security coverage
World-class workspaces
Engaging activities and recognition programs
Strong learning and development plans for your career growth
Positive culture for you to #BeMore at work
Easy to locate area with direct access to public transport
Flexible working arrangements
Be coached and mentored by experts in your field
Join a global company, winner of hundreds of industry awards
What is your mission?
Manages team members in the day-to-day performance of work, provides leadership and coaching
Performs transaction monitoring to ensure client's service quality is consistently achieved in accordance to service level standards set
Coordinates and distributes work, monitors workloads and backlogs and makes necessary adjustments
Identifies areas of improvement and to be able to introduce new structures and improved processes as required
Foster team discipline, communication and morale to strengthen teamwork within the team
Work with clients and execute service recovery actions resulting from service shortfall
Constantly update and reinforce the team on existing products, services and operational procedures.
Ensure that team members are fully briefed on new information within agreed time frame in order to effectively carry out their role
Collate and report the agreed statistics (in their respective job scope) on a daily, weekly and monthly basis
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.
Who are we looking for?
Preferably with 2 years of working experience in the related field is required for this position. However, fresh graduates are encouraged to apply.
Possesses strong time management skills and is motivated to exceed expectations.
Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs.
Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation).
Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones.
Excellent verbal and written communication skills in English and the language of the supporting market.
Who is TDCX?
TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.
TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.
We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.
From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.