Team Leader – Customer Services (Domestic)

About the role

The Team Leader – Customer Services (Domestic) will oversee a group of agents handling inbound and escalated customer calls. This position focuses on maintaining high service standards while achieving departmental KPIs in a fast‑paced call centre environment.

Key responsibilities

• Lead, motivate and coach the customer service team to reach performance targets.
• Handle escalated calls, resolve complex issues and ensure timely customer satisfaction.
• Monitor and report on individual and team KPIs, taking corrective actions when needed.
• Maintain optimal service levels by ensuring each team member delivers quality support.
• Collaborate with other departments to streamline processes and improve overall service delivery.

Required profile

• Fresh graduate, final‑year student or intermediate‑level candidate.
• Strong written and verbal communication skills.
• Excellent interpersonal abilities and a willingness to learn.
• Ability to work in a professional, results‑driven environment.

Required skills