Client Service (Team Lead)
RecruitFirst
Description
Job Summary
Salary: Up to $5,300 + AWS + Target Bonus (Up to 11.5% of basic) + Pool Commission
Contract Type: Permanent
Working Days: 5 days per week (including weekends)
Working Hours: 10:00am – 7:00pm / 11:00am – 8:00pm
Location: Orchard (Wheelock Place)
Work Environment: Contact Centre (Luxury Retail Regional Support)
Job Description
Oversee daily operations of the Client Relations Centre supporting Singapore, Malaysia, and Vietnam markets
Lead and supervise ambassadors to achieve service quality and sales performance targets
Act as first point of contact for escalations relating to systems, processes, and customer cases
Support inbound and outbound customer interactions across phone, email, live chat, and social platforms
Facilitiate online and phone-based sales conversions to meet operational KPIs
Coach team members through structured performance reviews and action plans
Monitor individual and team performance metrics to drive continuous improvement
Provide brand information to customers and relay customer insights back to stakeholders
Identify trends in customer satisfaction, service gaps, and sales opportunities
Ensure accurate documentation and compliance with internal systems and data security policies
Escalate system issues promptly and recommend workflow improvements where required
Collaborate closely with after-sales and repair support teams to resolve service requests
Requirements
Prior team leadership experience in contact centre or customer service operations
Background in retail or e-commerce customer environments preferred
Familiarity with CRM platforms such as Salesforce and interaction management tools
Experience with workforce management (WFM), scheduling, or roster planning tools
Strong understanding of customer satisfaction frameworks and service quality monitoring
Proven ability to coach and motivate frontline customer service teams
Strong communication, stakeholder engagement, and collaboration skills
Ability to analyse performance data and implement improvement strategies
Journey Tsen (R22110403)
Recruitment Consultant
RecruitFirst Pte Ltd (EA13C6342)