Team Lead, Customer Service

Immediate till 31 August 2025

5 days work week across Monday to Sunday

Up to 44 hours per week (8:30am - 6pm / 12:30pm - 9:30pm)

Responsibilities:

1. Support Project Manager in attaining holistic objectives of the assigned surveys.
2. Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
3. Ensure the team attains their daily Key Performance Indicators (KPIs).
4. Act as the subject matter expert for assigned surveys.
5. Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed.
6. Ensure survey data are accurately keyed into the system via audits.
7. Handle escalations/complaints cases via service recovery calls.
8. Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
9. Conduct field visits with junior team members for survey collection.
10. Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
11. Drive continuous improvement in standards and quality of the team via coaching efforts.
12. Set goals and conduct year-end appraisals.

Requirements:

1. Minimum Diploma or equivalent.
2. Work experience in survey operations, sales, or customer service role.
3. At least 2-3 years’ experience in a supervisory position.
4. Relevant work experience may be considered for those without academic qualifications.
5. Experience in call center, direct sales, and customer-facing roles is advantageous.
6. Able to handle escalations and complaints proficiently.
7. Proficient in Microsoft Excel, PowerPoint, Word, and internet usage.
8. Able to communicate effectively with internal and external stakeholders.
9. Selected applicants are required to complete a training course and pass the assessment test before being deployed to operations.
10. Only Singaporeans may apply.

Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOLKELLY job application platform - Apply here.

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