Customer Service Lead
NETS
Posted
3 weeks ago
Toa Payoh, Singapore
Onsite
SGD 6K
Mid Level
Full Time
Sema Summary
The Customer Service Lead oversees daily operations of the Contact Centre and walk-in customer service. This role focuses on managing a team, ensuring service quality, and driving process improvements.
About Company
NETS is a leading payments services group in Singapore, enabling digital payments for merchants, consumers, and banks. They provide innovative payment solutions and operate the national debit scheme.
Core Requirements
- 5-8 years in customer service or Contact Centre operations
- 2-3 years in a supervisory role
- Strong communication skills
- Ability to drive process improvements
- Bachelor's degree or equivalent experience
Responsibilities
- Lead a team of 25 customer service agents
- Ensure timely and accurate service delivery
- Monitor staffing and scheduling for service targets
- Handle escalations and complex customer cases
- Track operational KPIs and metrics
- Identify performance gaps and implement improvements
- Manage automation projects implementation
Must Have skills
Job Keywords
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