Customer Service Team Lead (Hybrid Operations)

Employment Type: Full-Time
Work Location: Serangoon 

Operations Hours:
Monday - Friday
09:00 - 18:00 

Responsibilities:

• Manage, coach and support a customer service team


• Assign and monitor daily workloads to ensure timely responses across all channels


• Conduct regular performance reviews, training and feedback sessions


• Set clear service standards, SOPs and KPIs for the CS team


• Be hands-on in daily customer service operations, including replying to customer emails and social media platforms


• Support and assist with operational tasks, such as order dispatch, returns and exchanges coordination


• Collaborate with Operations team to resolve issues and manage workflows


• Oversee all customer touchpoints including emails, social media platforms and google reviews to maintain positive brand reputation


• Handle escalated and complex customer cases professionally with effective service recovery


• Ensure high levels of customer satisfaction while balancing company policies


• Improve CS workflows and internal processes to increase efficiency

Requirements:

• Minimum 3-5 years of customer service experience, preferably in fashion or e-commerce


• At least 1-2 years of experience in a supervisory or managerial role


• Strong problem-solving skills with the ability to handle difficult customer situations calmly


• Excellent written and verbal communication skills (mandatory in English)


• Highly organised, detail-oriented and able to multitask in a fast-paced environment


• Customer-first mindset with good business judgment
  
  

Interested candidates may send their resumes to hr@lovet.sg
*Shortlisted candidates will be notified.