Customer Service Lead

• Overseeing customer service & admin staff activities at service center

and provide guidance and lead the service team to achieve required

service performance.

• Ensuring operations are carried out productively to ensure

sustainability of operation.

• Monitoring daily activities of customer service and admin operation to

ensure high customer satisfaction.

• Assisting customer service/admin staff with duties where required.

• Training of staff in areas of customer service/admin and company

policies.

• Investigating and resolving customer service complaints.

• Managing and following-up on feedbacks & escalations within internal

department/organization to resolve customer complaints.

• Managing customers’ expectations with the ability to demonstrate

positive ownership of customers’ requests, taking customer’s concern

into great consideration.

• Assisting with development and implementation of new processes or

policies and explaining these to staff and customers as and when

required.

• Plan for new business activities (eg new services or extended service

that is to be implemented) – These include planning, setting up

meetings, communicating/reporting to management, to overseeing

the end to end execution of the project plan.

• Maintaining reports & documentation pertaining to all customer

service and admin related tasks.

• Compiling and preparing monthly claims for submission timely.

• Performing additional duties where required.