Customer Service (Team Lead)

What You Will Deliver

• Oversee the day-to-day operations of the center
• Allocate manpower resources effectively across all shifts
• Motivate frontline team members to consistently improve performance
• Ensure KPIs are met in accordance with company guidelines and standards
• Identify and address existing and potential obstacles and gaps within the Customer Service (CS) team
• Manage team performance, including handling underperformers and outliers through performance improvement plans
• Handle customers complaints and issues via email and various online platforms
• Deliver professional customer service to ensure a positive experience for all customers
• Handle both inbound and outbound customer calls if required

Who You Are

• Holder of an Associate's Degree or higher (SPM/Diploma can accept)
• Minimum 3 years of experience in a call center (experience in complaint handling is a plus)
• Proven team leadership experience, with the ability to manage diverse personalities and performance levels
• Strong command of written and spoken Cantonese, Chinese, and English
• Proficient in Microsoft Office
• Proactive problem-solver who can anticipate and mitigate challenges
• Strong interpersonal and communication skills
• Mature, independent, and highly motivated
• Demonstrated experience in leveraging AI tools for knowledge base optimization, reporting, or performance analysis is a strong advantage.