[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
Team Leadership & Operational Management
• Monitor KPIs for individuals and the team, and take corrective actions when needed.
• Assist in employee retention strategies and reduce turnover by fostering a positive team culture.
• Supervise and coach team members to ensure performance goals are met.
• Support the GSA Sup & Manager in managing the day- to- day operations of the GS team.
• Conduct regular performance evaluations and provide constructive feedback.
Guest Service Excellence
• Collaborate with the Sup & Manager to develop and execute guest service strategies.
• Resolve escalated guest concerns in a timely and professional manner.
• Analyze guest feedback to identify areas for improvement and suggest action plans.
• Ensure guest interactions reflect our values of Omotenashi, Authenticity, and Compassion.
Communication & Channel Oversight
• Support the implementation and use of tools to enhance team performance and guest satisfaction.
• Manage omnichannel communication, including calls, chats, emails, live chat, and other platforms.
• Ensure a balance between productivity and service quality across all channels.
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.
Technology & Training
• Assist with onboarding and training for new hires and trainees.
• Champion a culture of continuous learning and kaizen (improvement).
• Support team members in adopting new technologies and systems used in the call center.
Cross- functional Collaboration
• Participate in interdepartmental projects to drive service innovation.
• Take on additional tasks as delegated by the GSA Manager.
• Work closely with other departments to align guest service with business objectives.

13th month salary
7 accident insurance
12 annual leave days
Competitive salary & allowancesInternal discount (~50%) for brands of Pizza 4P‘s, Ippudo, About Life Coffee, etc

Cập nhật gần nhất lúc: 2025-10-21 17:00:03