Customer Service Team Leader
Core
Lead, support, and develop the Customer Service team while ensuring consistent, high-quality service delivery across orders, enquiries, and issue resolution.
Role type
Senior IC Customer Service Team Leader
Builds
Customer service operations, order fulfillment, and issue resolution workflows
Domain
Healthcare / Medical Devices
Required skills
Team leadership, coaching, escalation management, stakeholder management, problem-solving, ERP systems (SAP), ticketing systems
Preferred skills
Experience with ERP systems (e.g. SAP), ticketing/workflow tools
Responsibilities
Lead and support the Customer Service team in day-to-day operational activities, Conduct daily team huddles to review workload, priorities, risks, and service commitments, Allocate and manage work across the team to ensure balanced workloads and SLA adherence, Act as the first point of escalation for complex customer issues and internal queries, Provide coaching, guidance, and on-the-job support to team members, Own and manage escalated customer enquiries, complaints, and service issues through to resolution
Seniority
Senior, hands-on IC