Geylang - Team Lead, Customer Service
PERSOLKELLY SINGAPORE PTE. LTD. Geylang
Immediate till 31 August 2025
5 days work week across Monday to Sunday
Up to 44 hours per week (8/30am - 6pm / 12.30pm - 9.30pm)- Support Project Manager in attaining holistic objectives of the assigned surveys.
- Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
- Ensuring the team attains their daily Key Performance Indicators (KPIs).
- To be the subject matter expert for assigned surveys.
- Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed.
- Ensure survey data are accurately keyed into the system via audits.
- Handle escalations/complaints cases via service recovery calls.
- Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future
- Conduct field visits with junior team members for survey collection.
- Conduct call audits to ensure compliance to call scripts, professionalism, and service excellence.
- Continuous improvement in standards and quality of the team via coaching efforts.
- Goals setting and conducting year-end appraisals.
Requirements:
- Minimum Diploma or equivalent.
- Equipped with work experience in survey operations, sales, or customer service role.
- Possessed at least 2-3 years’ experience in supervisory position.
- Those without the academic qualifications will be considered with relevant work experience.
- Applicants with call center background, direct sales and customer fronting will be advantageous.
- Able to handle escalations and complaints proficiently to de-escalate these cases.
- Proficient in Microsoft Excel, PowerPoint, Word. and internet usage.
- Able to communicate effectively with internal and external stakeholders.
- Selected applicants are required to complete a training course and passed the assessment test before
- Only Singaporeans may apply.
Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOLKELLY job application platform - GO. https://sg.go.persolkelly.com/job/apply/10247
By sending us your personal data and CV, you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for account creation in GO and the purposes set out in the Privacy Policy https://www.persolkelly.com.sg/policies. You acknowledge that you have read, understood, and agree with GO’s Terms of Use https://go.persolkelly.com/Tacand the Privacy Policy. If you wish to withdraw your consent, please email us at dataprotection@persolkelly.com. Please feel free to contact us if you have any queries.Suzana Binte Slemat (EAP No. R1989461) EA Licence No. 01C4394
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