About the Role

Job Summary

The Customer Service Team Lead is responsible for supervising the customer service team, ensuring excellent service delivery, improving operational efficiency, and driving customer satisfaction. The role involves coaching team members, monitoring performance, managing escalations, and implementing continuous improvement initiatives.

Key Responsibilities

• Lead, mentor, and coach the customer service team to achieve performance targets.
• Monitor team KPIs, including CSAT, first response time, average handling time, resolution time, and quality assurance scores.
• Handle and resolve complex customer complaints and escalations.
• Conduct regular performance reviews, feedback sessions, and coaching meetings.
• Develop training plans and support onboarding for new customer service agents.
• Ensure adherence to company policies, service standards, and operational procedures.
• Analyze customer feedback and service trends to identify improvement opportunities.
• Prepare weekly and monthly customer service performance reports.
• Collaborate with other departments to improve customer experience and resolve recurring issues.
• Recommend and implement process improvements to enhance service quality and efficiency.
• Manage team schedules to ensure adequate service coverage.

Requirements & Qualifications

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• 3–5 years of customer service experience, with at least 1–2 years in a supervisory or leadership role.
• Strong leadership, coaching, and people management skills.
• Excellent communication, negotiation, and conflict-resolution abilities.
• Experience using CRM/customer support platforms and reporting tools.
• Strong analytical and decision-making skills.
• Ability to perform under pressure and manage multiple priorities.

Key Competencies

• Leadership & Coaching
• Customer-Centric Mindset
• Decision-Making
• Performance Management
• Problem Solving
• Stakeholder Management
• Data Analysis & Reporting
• Conflict Resolution
• Process Improvement

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Duob Recruitment Company

About Duob Recruitment Company

We’re on a mission to make sure our clients find the right candidates to fill vacancies and grow their business or organisation to the next level. And no matter what the industry is or who our client might be, we always carry out our work to a high standard.
By working hard to understand what our client’s needs are, we can then utilise our extensive network of contacts to find a candidate who is just right for you.