Client Relationship Team Leader

• Salary: Up to 5.3k, with AWS + Target bonus, and Pool Comms

⏰Working Days: 5 days work week, including weekends. 10am - 7pm / 11am - 8pm

Summary of Role

The Team Leader oversees the daily operations of the Client Relations Centre for a global luxury brand group (SGMYVN), ensuring high service standards, smooth client interactions, and achievement of sales and customer satisfaction targets. The role involves leading and coaching ambassadors, managing escalations, supporting online and phone sales, and acting as a key liaison between customers, brands, and internal stakeholders.

Responsibilities:

• Lead and manage daily Client Relations Centre operations while maintaining luxury service standards.
• Support online, phone, and digital sales channels to achieve service and sales KPIs.
• Handle and oversee customer interactions across calls, emails, live chat, and social media platforms.
• Act as the escalation point for complex customer cases and provide guidance to ambassadors.
• Coach and monitor team performance, implementing action plans to improve service quality and sales conversion.
• Provide clienteling guidance to enhance customer engagement and drive sales opportunities.
• Communicate brand information effectively to customers and relay customer feedback to relevant brands.
• Ensure accurate data processing and compliance with company data security policies.
• Escalate urgent system issues promptly and recommend process or system improvements where needed.
• Analyze customer satisfaction trends, sales insights, and operational performance for reporting purposes.
• Collaborate closely with after-sales and customer service teams on repair and service-related matters.
• Uphold company policies and maintain a professional brand image at all times.

Job Scope:

• Prior experience in call center or customer service management, preferably within retail or e-commerce environments.
• Familiarity with contact center systems and tools, ideally including Salesforce CRM, telephony, interaction management, and social media platforms.
• Understanding of quality assurance processes, customer satisfaction strategies, and service improvement initiatives.
• Experience with workforce management (WFM), roster planning, and scheduling in a contact center setting.
• Strong interpersonal and relationship-building skills with the ability to maintain positive stakeholder relationships.
• Solid knowledge of customer service operations and continuous improvement practices.
• Strong teamwork and cross-functional collaboration abilities.
• Previous people management or team leadership experience is advantageous.

Htet Shuan Hlet

EA13C6342