Customer Service Team Lead

1 week ago

Toa Payoh, Singapore Our Second Nature Pte Ltd Full time

**Customer Service Team Lead**

**Position**

We’re looking for a proactive, highly motivated and driven team player to assist the Retail, Customer Service & Community Manager in leading and managing our customer service team — essential in the brand’s overall online and offline experience.

You should be someone who is empathetic and professional, with a passion to delight and assist customers. As the CS Team Lead, you must be open to adapting your work schedule, location and duties, as determined by the Management, in order to support operational needs. The CS Team Lead should also possess a deep understanding of our brand and embody our core values.

**Responsibilities**

a/ Customer service:

- Assisting the Retail, Customer Service & Community Manager in managing the customer service team and fulfilling daily tasks and responsibilities
- Contributing regularly to innovate and improve workflow between online and offline sales channels
- Collaborating effectively with key departments in a team-oriented environment
- Inspecting return items and processing store credit refunds
- Troubleshooting problems and developing successful solutions
- Reporting customer service related performance on a weekly basis
- Training and supervising new hires
- Providing excellent customer service with the desire to build lasting relationships with customers
- Reporting to superiors, directors and assisting with any other matters required

b/ Retail:

- Executing and overseeing day-to-day operations i.e., store opening/closing duties, inventory management, replenishments, customer service, cashiering, sales reporting, visual merchandising, receiving goods and deliveries.
- Assisting in the set-up and roll-out of new stores locally and overseas
- Achieving or exceeding sales and customer growth targets
- Ensuring excellent in-store customer service and experience
- Training and supervising new hires
- Assisting in the execution of all in-store activities or campaigns
- Reporting sales performance on a daily and weekly basis
- Contributing at internal meetings with team members to optimise store operations, improve workflow and productivity
- Reporting to Retail, CS & Community Manager, Superiors, Directors and assisting with any other matters required

**Skills & Requirements**
- Collaborative personality with initiative and creativity, but also equipped with the ability to work independently
- Proven experience as a supervisor in the Customer Service or Retail space, or in other leadership positions
- Strong communication, interpersonal and management skills
- Customer-oriented and passionate about going above and beyond to serve
- Ability to identify issues and resolve challenges creatively and efficiently
- Flexible with working days (may include public holidays and weekends) and split work arrangement between our Head Office and Retail Stores
- Proficient in Microsoft Office, Google Suite
- Familiarity with Customer Service Platforms such as Freshdesk is an added advantage
- Familiarity with Ecommerce Platforms such as Shopify and PrestaShop is an added advantage
- Love for Our Second Nature is an added bonus

**Job Types**: Full-time, Permanent

**Salary**: $2,400.00 - $2,800.00 per month

**Benefits**:

- Additional leave
- Employee discount
- Health insurance
- Parental leave

Schedule:

- Monday to Friday
- Shift system

Supplemental pay types:

- Overtime pay
- Performance bonus

**Experience**:

- Customer service: 1 year (required)

Work Location: In person

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