[HCM] Customer Service Team Leader

As a Guest Experience Team Leader, you will support the GSA Sup & Manager in overseeing the daily operations of the Guest Service team, ensuring a seamless guest experience across all service channels. You will supervise team performance, implement service strategies, and drive continuous improvement. This position is ideal for someone with strong leadership skills, a guest-centric mindset, and a passion for operational excellence.

WHAT YOU WILL DO

1. Team Leadership & Operational Management

• Support the GSA Sup & Manager in managing the day-to-day operations of the GS team.

• Supervise and coach team members to ensure performance goals are met.

• Monitor KPIs for individuals and the team, and take corrective actions when needed.

• Conduct regular performance evaluations and provide constructive feedback.

• Assist in employee retention strategies and reduce turnover by fostering a positive team culture.

2. Guest Service Excellence

• Resolve escalated guest concerns in a timely and professional manner.

• Collaborate with the Sup & Manager to develop and execute guest service strategies.

• Analyze guest feedback to identify areas for improvement and suggest action plans.

• Ensure guest interactions reflect our values of Omotenashi, Authenticity, and Compassion.

3. Communication & Channel Oversight

• Manage omnichannel communication, including calls, chats, emails, live chat, and other platforms.

• Ensure a balance between productivity and service quality across all channels.

• Support the implementation and use of tools to enhance team performance and guest satisfaction.

4. Quality Monitoring & Reporting

• Coordinate with the Quality team to maintain high service standards.

• Prepare regular reports for the Manager (weekly/monthly), including improvement plans based on quality results.

5. Technology & Training

• Assist with onboarding and training for new hires and trainees.

• Support team members in adopting new technologies and systems used in the call center.

• Champion a culture of continuous learning and kaizen (improvement).

6. Cross-functional Collaboration

• Work closely with other departments to align guest service with business objectives.

• Participate in interdepartmental projects to drive service innovation.

• Take on additional tasks as delegated by the GSA Manager.

• Minimum 3 years of experience as a Team Leader or Supervisor in a call center environment, preferably in F&B or customer service industries.

• Strong leadership and organizational skills with the ability to manage a diverse team.

• Proficient in English (both spoken and written); experience working in international environments is a plus.

• High adaptability and problem-solving skills in fast-paced settings.

• Excellent communication and interpersonal skills.

• Self-motivated with attention to detail and a strong sense of responsibility.

• Able to work both independently and as part of a team.

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Working schedule: 6 days per week on a rotating shift basis (8 hours per day between 9:00 AM and 10:00 PM), with days off determined by the direct manager. Days off may not fall on weekends or public holidays.