Customer Service Lead

Job Overview And Responsibility

The Customer Service Lead is a semi-managemental position, as the position holders perform customer service tasks by themselves and also supervise a team of customer service executives to ensure the team’s performance in delivering excellent services. - Achieving the OKR and KPI that are given by the manager; - Contributing to the developing and delivering customer service policies, service level standards, protocols, and processes to provide high quality, consistent, and effective services/supports to the customers and clients; - As per assigned, to perform and supervise the team to deliver services, resolve the tickets according to the SOP, SLA, and other guidelines, including: - Customer inquiry handling; - Customer dispute handling; - Partner inquiry handling; and - Internal ticket handling. - Providing guidance, support, and training to subordinates; - Delegating the tasks and monitor the end-to-end performance of the task; - To be in charge of the daily operations of communication channels including in-app-chat, call center, email, social pages, and walk-in; - As per assigned, to collaborate with and provide supports to other divisions; - Other assigned program, initiative.