Customer Service Team Leader
Core
Lead, support, and develop the Customer Service team to ensure high-quality service delivery across orders, enquiries, and issue resolution.
Role type
Senior 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, operational oversight, KPI/SLA monitoring, stakeholder management, problem-solving, process improvement
Preferred skills
ERP systems (e.g., SAP), ticketing/workflow tools
Responsibilities
Lead daily team huddles and allocate workloads, manage escalated customer enquiries and complaints, oversee order and transaction processes, monitor team performance against KPIs, drive continuous improvement initiatives, ensure compliance with policies and regulations
Seniority
Senior, hands-on IC with leadership responsibilities