Team Leader cum Agent (Korean Speaker)

We are looking for an experienced Customer Service Team Lead to oversee day-to-day team performance and support the delivery of consistent, high-quality customer service. This role will involve leading a team of customer service representatives, monitoring operational results, providing coaching, and stepping in to resolve more complex customer concerns.

The successful candidate will play an active role in building a collaborative and accountable team culture while ensuring service standards, internal procedures, and performance expectations are consistently met.

Key Responsibilities

Team Leadership & Operations

• Manage the daily activities of the customer service team, including shift planning, attendance monitoring, team briefings, and workload coordination.

• Provide ongoing coaching, guidance, and constructive feedback to help team members strengthen their capabilities and service performance.

• Foster a supportive team environment that encourages collaboration, accountability, and open communication.

• Take ownership of escalated cases and complex customer concerns, ensuring appropriate solutions are delivered within the required timeframe.

Performance & Quality Management

• Monitor team performance using relevant KPIs, attendance records, service metrics, and quality indicators.

• Review individual and team results to identify performance gaps and areas requiring further development.

• Conduct performance discussions and establish appropriate development objectives with team members.

• Ensure employees consistently follow standard operating procedures (SOPs), service guidelines, and quality requirements.

• Review call recordings and other customer interactions to assess service quality and provide targeted coaching.

• Identify recurring training needs and recommend appropriate development or refresher sessions.

Customer Issue Management

• Act as an escalation point for challenging customer enquiries, complaints, and service-related issues.

• Work alongside team members to investigate complex cases and determine suitable resolutions.

• Guide agents on effective communication, issue-handling techniques, and customer service best practices.

• Ensure escalated matters are followed through to completion and communicated appropriately to customers.

Process Enhancement

• Identify opportunities to improve customer service processes, team productivity, and service quality.

• Recommend practical action plans and performance improvement initiatives to management.

• Contribute ideas that support a culture of continuous improvement and operational excellence.

Other Responsibilities

• Support operational projects and initiatives as required.

• Carry out additional duties assigned by management that contribute to the effective operation and continuous improvement of the customer service function.

Requirements

• Minimum Diploma or equivalent qualification in any discipline.

• SPM holders with relevant and sufficient work experience may also be considered.

• At least 2 years of experience in a call centre, contact centre, or BPO environment, with previous exposure to a Team Leader or supervisory position.

• Demonstrated ability to lead, motivate, and manage a customer service team.

• Strong analytical and problem-solving abilities, with the capability to translate performance data into practical actions.

• Excellent Korean and English communication skills, with the ability to read, write, and speak Korean fluently.

• Good understanding of customer service systems, CRM platforms, and related operational tools.

• Strong interpersonal and conflict-resolution skills.

• Able to remain organised and effective in a fast-paced environment with changing priorities.

• Proactive, adaptable, and comfortable taking ownership of operational matters.