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)