Customer service Team Leader

7 days ago

Huai Khwang, Bangkok, Thailand Digiserve Corporation Co., Ltd. Full time

The opportunity

Digiserve Corporation Co., Ltd. is seeking a talented Team Leader to join our dynamic customer service team. As a Team Leader, you will play a crucial role in leading and motivating a team of customer service representatives, ensuring exceptional service delivery to our valued clients.

Key responsibilities

  • Supervise the team and coordinate with Admin, Assistants, and Clients to ensure smooth operations.

  • Monitor team performance and efficiency, set team goals and KPIs to achieve service excellence.

  • Plan and organize the team's workflow to maximize productivity and efficiency.

  • Manage attendance, leave requests, tardiness, and create work schedules for the team.

  • Learn and oversee the chat response process across online platforms, ensuring accurate information and guidance are provided to customers.

  • Analyze and resolve internal team issues and external factors, collaborate with QA, and conduct training sessions to enhance employee performance.

  • Ensure high customer satisfaction by providing quality service and following up on customer needs and concerns.

  • Prepare reports and presentations, and handle other assigned tasks as required.

What we're looking for

  1. Bachelor's degree or above.
  2. Experience in team management and coaching.
  3. Minimum of 1 years' experience within a contact centre environment as a Team Leader.
  4. Excellent leadership and communication skills, Ability to deal with demanding customers and escalations.
  5. English with B2-C2 level and above. (Good)
  6. Able to work in shifts. Work schedule is flexible and may be adjusted based on operational needs.
  7. This position is for candidates with full working rights in Thailand only; we do not provide working visa for the applicant.

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