CUSTOMER CARE Leader

Customer Service Team Leader

Reports to: Business Director

Role Summary: Serves as the "brain" of the front-line service team, managing complex cases, quality assurance, and on-site operations.

Key Responsibilities:

Escalation Handling: Take full ownership of complex issues, severe complaints, and high-risk cases escalated by CS Officers; provide final solutions within SLA timelines.

Authorization & QA: Exercise approval authority within defined limits (e.g., refunds, compensations); conduct daily call/chat quality inspections and generate performance reports.

On-site Management: Manage team scheduling, attendance, and emergency response (e.g., system downtimes); ensure service continuity.

Initial Review of High-risk Cases: Conduct preliminary fact-finding and evidence preservation for cases involving fraud, financial disputes, or sensitive content before submitting to the Business Director for final review.

Training Support: Translate HQ SOPs into practical local language scripts and conduct drill sessions for the CS Officers.