Night Shift - Customer Experience Team Lead (Call Centre) - Bedok
Roles & Responsibilities
BlueSG is the first and only point to point car sharing service in Singapore, offering a convenient, flexible and affordable mobility option to all, complementing public transport while reducing the need for car ownership. With a 100% electric fleet, BlueSG provides a sustainable transportation solution, eliminating direct carbon dioxide emissions as compared to traditional vehicles.
Join us if you’re passionate about our business, ready to contribute, and resonate with our core values – Collaboration, Curiosity, Customer-Centricity, Empowerment and Respect!
About the role
The Team Lead will organise, direct, and monitor the daily activities of a team of Customer Experience Agents. This role involves ensuring high levels of customer service, adherence to company policies, and continuous improvement of team performance.
- Organise and oversee shift duties for the team.
- Supervise and mentor a team of Customer Experience Agents to achieve performance goals.
- Ensure emails, live chat and calls handled by Customer Experience Agents are correctly managed.
- Monitor calls to observe individual demeanour, technical accuracy, and adherence to company and client policies and procedures.
- Handle and escalate sensitive calls when necessary.
- Provide real-time feedback and conduct monthly reviews.
- Identify and address process bottlenecks and inefficiencies to improve overall performance.
- Collaborate with other departments to ensure seamless communications and alignment of goals.
- Handle any ad-hoc tasks assigned to support operational needs, process improvements, or special projects.
- Proven experience in a customer service role, with at least 2 years in a supervisory position.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to provide constructive feedback and handle sensitive situations.
- Ability to work under pressure.
- Attentive to details.
- Proficiency in using customer service software tools such as Zendesk.
- Must be able to work permanent night shift 10:30pm - 7:30am
- weekends and Public Holidays.