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LalamoveCustomer Service Team Leader 客戶服務組長
This full-time Customer Service Team Leader role manages a frontline customer service team and works to raise service quality. The leader handles daily operations, training and…
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About This Role
This full-time Customer Service Team Leader role manages a frontline customer service team and works to raise service quality. The leader handles daily operations, training and performance management, escalated complaints, shift planning and KPI analysis, and works with other departments on process improvements. The role suits a leader with strong communication, problem-solving and data skills who takes ownership of team results under pressure.
Job Description
This full-time Customer Service Team Leader role manages a frontline customer service team and works to raise service quality. The leader handles daily operations, training and performance management, escalated complaints, shift planning and KPI analysis, and works with other departments on process improvements.
The role suits a leader with strong communication, problem-solving and data skills who takes ownership of team results under pressure.
Responsibilities
- Run daily operations and monitor service levels, attendance and AHT
- Train and coach agents with regular feedback
- Handle escalated complaints and coordinate with relevant teams
- Plan shifts and staffing to meet service demand
Requirements
- Team management experience that motivates and develops agents
- Good spoken and written communication in Chinese and English
- Ability to analyse KPIs such as Service Level, Answer Rate and Abandon Rate
Qualifications
- At least three years of customer service experience, with at least one year managing a team
- Bachelor's degree or higher
- Experience in customer service process optimisation or project management
Core Skills
Benefits
- Monthly salary of NT$45,000 to NT$63,000, set according to ability
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary?
The posting lists a monthly salary of NT$45,000 to NT$63,000, set according to ability.
What experience is preferred?
Candidates with more than three years of customer service experience and at least one year of team management are preferred.
What KPIs does the role track?
The role tracks metrics including Service Level, Answer Rate, Abandon Rate and AHT.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.