Service Excellence Team Lead

• Monitor team performance and identify areas for improvement.
• Resolve team conflicts and address employee concerns.
• Hire, train, Coach and develop SMEs and CE Associates
• Conduct performance evaluations and provide regular feedback.
• Handle escalated customer issues and complaints.
• Help develop and implement service excellence strategies and initiatives.
• Implement process changes to enhance efficiency and customer satisfaction.
• Conduct quality assurance audits and provide feedback to the team.
• Identify and address training needs based on quality assurance findings.
• Reporting and analysis of data in your team or department

• Adhere to company policy and procedures.
• Achieve or exceed targets and other key objectives assigned by your Immediate Supervisor.
• Participate in ongoing training and development programs.
• Accept other associated responsibilities and projects as the need arises.

Competencies for the Job 

• Performance Measurement
• Customer Service Support
• Troubleshooting 
• Customer Experience Management
• Non-Technical Support
• Collaboration & Teamwork
• Strategic Thinking

Requirements

• At least 2-3 years of team lead / people management experience
• Proven track record of success in providing expert-level guidance and support
• Excellent communication and presentation skills
• Ability to work independently and as part of a team
• Strong analytical and problem-solving skills

• Amenability working as Support  POC during weekend  (rotation based)

Benefits

Why join Angkas?

• Freedom of work
• Work life balance
• Free meal and use of gym
• Opportunities for promotion
• Start-up environment
• Multi-cultural and Agile work environment
• Diversified use of technology