Customer Service Team Lead
As a Customer Experience Team Lead at Angkas, you will be responsible for leading and supervising a
team of Customer Experience Associates to ensure exceptional service to our valued customers. You will
play a vital role in managing the day-to-day operations, monitoring team performance, and fostering a
positive and productive working environment.
Responsible for;
- Lead, train, coach, mentor Customer Experience Associates, Subject Matter Experts andTeam
- Lead, providing them with the guidance and support they need to excel.
- Develop and implement customer service process improvements to streamline operations and enhance efficiency.
- Monitor and evaluate team performance, providing constructive feedback and coaching to improve individual and team results.
- Handle escalated customer issues and complaints, investigating and resolving them to achieve customer satisfaction.
- Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience.
- Analyze Service Excellence data to identify trends and opportunities.
- Identify and address training needs based on quality assurance findings
Requirements
- Bachelor's degree in a relevant field, or equivalent customer service experience
- Minimum of 3 years of experience in a supervisory or people management role.
- Proven leadership and supervisory experience.
- Strong problem-solving and decision-making skills.
- Excellent communication and interpersonal skills.
- Ability to work under pressure, meet deadlines, and achieve team targets.
- Proficiency in customer service software and systems.
- Amenability to work onsite; working on weekends as Escalation POC (rotation based)