📋 Customer Service Team Lead – Job Description

Position Summary

The Customer Service Team Lead supports the Customer Service Manager by supervising the daily operations of the customer service team. This role ensures smooth communication with customers, quick resolution of issues, and consistent adherence to company service standards. The Team Lead acts as the bridge between front-line staff and management, guiding the team to deliver exceptional service across retail stores, delivery operations, and digital channels.

Key Responsibilities

• Supervise daily activities of customer service representatives (phone, WhatsApp, email, in-store).
  
  

• Monitor call/email/WhatsApp queues to ensure response times meet SWBC’s standards.
  
  

• Provide hands-on support for escalated customer complaints and service challenges.
  
  

• Train, mentor, and coach new and existing staff on service policies and product knowledge.
  
  

• Assist in preparing daily/weekly performance reports for the Customer Service Manager.
  
  

• Coordinate with Dispatch, Sales, and Procurement teams to resolve order and delivery issues.
  
  

• Enforce company policies on refunds, exchanges, and warranties.
  
  

• Suggest improvements to processes that will enhance the customer experience.
  
  

Qualifications & Skills

• At least 2–3 years’ experience in a customer service role, with some supervisory or team lead exposure.
  
  

• Strong communication and conflict-resolution skills.
  
  

• Ability to multitask in a busy retail and B2B environment.
  
  

• Familiarity with CRM tools, Microsoft Office, and WhatsApp Business.
  
  

• Positive attitude and ability to motivate team members.
  
  

KPIs (Key Performance Indicators)

• Average handling time & response rate of the team.
  
  

• Number of complaints resolved without escalation.
  
  

• Staff attendance, adherence, and morale.
  
  

• Customer satisfaction feedback scores.
  
  

• Accuracy in order processing & customer records.