Team Lead - Customer Service

Applications are invited from qualified persons for the position of Team Lead - Customer Service in our Pension Administration Department.

MAJOR DUTIES & RESPONSIBILITIES:

• Coordinate and oversee client service activities within the department to ensure efficient, professional, and timely service delivery for all walk-in and scheduled clients.
• Serve as a primary point of contact for clients, greeting, directing, and resolving enquiries while managing complex or escalated customer issues with professionalism.
• Support operational compliance and quality control by monitoring functional areas, ensuring adherence to procedures, and assisting with timely investigation and resolution of client queries.
• Provide operational and team support, including guiding team members, coordinating relief receptionist and cashier coverage, and supporting day-to-day unit functionality.
• Assist with financial and administrative controls, including receiving and verifying cashier statements and receipts, daily lodgement checks, and evaluating systems and procedures to recommend efficiency improvements.

QUALIFICATIONS, EXPERIENCE & SKILLS:

1. A first degree in Business Administration or a related discipline from a recognised tertiary institution or equivalent educational qualifications
2. Minimum of three (3) years’ experience as a Senior Customer Service Representative
3. Sound knowledge of pension operations and of the company’s products and services.

4. Excellent interpersonal and listening skills
5. Excellent decision-making, analytical and problem-solving skills
6. Excellent oral and written communication skills