Customer Service Team Lead  

• Responsible to ensure proper shift scheduling are in place for the service desk team to cope with day-to-day operations
• Responsible to provide daily direction and communication to team members so that customer service calls are answered in a timely, efficient and professional manner
• Responsible to ensure all SLAs are met •
• Responsible to ensure effective domain-based coaching and equipping members to handle day-today operations
• Responsible for suggesting methods to improve customer service satisfaction •
• Responsible for disseminating accurate and timely instructions to the team •
• Escalation point/contact for team matters on operational related issues on a day-to-day basis •
• To provide continual evaluation of processes and procedures to improve efficiency and productivity
• To provide and present weekly report to Operations Manager.
• Create and maintain high quality work environment so team members are motivated to perform at their highest level
• Work closely with Operations Team Leader to handle customer disputes/complains/dissatisfaction • Required to gather feedback from customers to understand their dissatisfaction and provide accurate feedback to Operations Manager and/or Product Group
• May require to cover the members due to unforeseen or unplanned circumstances until formal arrangement is made

• At least 4 years of experience working in B2B accounts
• Comfortable with a shifting schedule
• Relevant experience in Product Management, HSIA, Service Gateway
• Working in an IT network access management
• Relevant experience in handling 1st level and 2nd level support
• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;