Customer Service Team Leader

1. Team Supervision and Support

Expectation:

● Supervise and manage the CS team's operations for the assigned brand to ensure

alignment with company standards (SOP).

● Provide guidance in resolving immediate issues, such as handling complex customer

inquiries.

● Motivate and encourage the team to perform efficiently.

Measurement:

● Daily team performance reports (number of resolved cases, customer satisfaction).

● Efficiency in responding to and resolving customer issues within the required timeframe.

1. Performance Monitoring and Reporting

Expectation:

● Monitor individual and team KPIs, such as response times, resolved cases, and

customer complaints.

● Submit regular performance reports to the Manager, including operational summaries

and issues encountered.

Measurement:

● Timely submission of reports with complete and accurate information.