Customer Service Specialist (Team Lead)

About the role

This Customer Service Specialist leads and supervises a team of four Customer Service Representatives and is accountable for the department's performance against service KPIs. The role covers call centre operations, refunds and complaints, and cross-functional coordination.

Key responsibilities

• Supervise a team of four representatives, monitor daily metrics such as response time, call handling and complaint resolution, review call centre software reports and ensure KPI compliance, and support agents during peak hours.
• Oversee refund-related emails and voucher processing, manage complaints across IME, TA, Shopify and other platforms, coordinate with Finance, E-commerce, Audit and Retail on claims and reconciliations, handle order cancellations due to stock unavailability and escalate legal-sensitive matters to the reporting manager.
• Own department performance against KPIs: Call Abandonment Rate (target <5%), First Call Resolution (target 85%), Customer Satisfaction Score (target 90%), Service Level (calls answered within 20 seconds), Complaint Resolution TAT (24-48 hours) and Escalation Rate (<7%). Track complaint trends and recommend process improvements, and uphold quality assurance standards.
• Prepare daily and weekly performance reports, monitor paid orders, out-of-stock cases and order cancellations, and keep accurate records of refunds, claims and escalations.

Required profile

• Bachelor's degree (BBA preferred).
• 3-5 years of experience in customer service, with supervisory exposure.

Required skills

• Team supervision and performance monitoring
• KPI tracking and reporting
• Complaint resolution and escalation handling
• Process discipline and documentation
• Cross-functional coordination
• Handling high-volume periods and maintaining service quality under pressure