Team Leader - Customer Service
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Job Description
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Define targets for team members and guide them on the expected level of performance.
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Lead, inspire, motivate, communicate information, and facilitate team meetings.
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Support team development through performance review, training, and coaching.
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Conduct call monitoring and audits and provide required guidance and support as and when required.
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Prepare roster arrangements and ensure shifts are allotted to team members fairly and recommend creative solutions to motivate team members.
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Manage the day-to-day Customer Service operations and implement the policies and procedures in an effective manner.
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Handles team escalations and provides them with accurate answers and guidance.
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Proactive approach in handling escalated complaints according to the complaint management policies and procedures.
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Follow up with the designated departments to ensure appropriate approaches were made to resolve customer concerns.
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Provide statistics for weekly / monthly performance reports for management’s review and advice.
Employment Type
Full Time
