Job Title: Customer Service Team Lead (ID1543)
Location: Kallang (will move to Ang Mo Kio end of the year)
Working Hours: Mon to Fri 9am to 6pm
Salary: $4500 - $6500
Job Responsibilities:
Customer Service Responsibilities:
• Lead and Manage APAC Customer Service Team:
Oversee customer service teams in Singapore, Japan, and Australia, ensuring exceptional customer support and satisfaction. Coordinate and supervise team members' work, assess performance, train new employees based on existing materials, and resolve customer issues.
• Ability to lead and transform multinational organizations, build proactive and dedicated teams, and maintain a positive work culture.
• Ensure the team provides high-quality customer support, addressing customer issues and needs to enhance customer satisfaction.
• Set team goals and performance standards, regularly monitor and evaluate team members' performance.
• Assist in resolving customer issues and follow up on issues until resolution, ensuring efficient coordination of customer service workflows to maximize customer experience.
• Develop and promote positive and effective customer service to build strong and lasting customer relationships.
Organizational Development:
• Guidance and Training: Build an excellent customer service team through guidance and training in product knowledge, applications, and customer value.
• Data Analysis: Maintain accurate records and analyze customer service data to identify trends and opportunities, and develop improvement plans.
• Strategy Formulation: Participate in the formulation of customer service strategies to ensure alignment with the company's business goals.
• Cross-Department Collaboration: Communicate with other department heads to promptly address needs and issues. Collaborate to propose solutions and provide constructive feedback based on business scenarios and personal experience.
Job Requirements:
• Associate degree or equivalent or higher, preferably in Electrical/Electronic or Engineering, Technology, IT-related fields.
• Over 6 years of work experience, with at least 2 years in team management. Industry experience in integrating multiple complex departments or business resources with a good performance record is a plus.
• Familiar with customer service software, databases, and tools, and proficient in using office management software.
• Excellent oral and written communication skills in English and Chinese; proficiency in Japanese is preferred.
• Ability to develop and implement strategic plans, with experience in managing multinational teams being a plus.
• Customer-centric, responsive, accurate, and friendly.
• Understanding of the ICT industry with basic product knowledge or experience in a similar industry is a plus
