Customer Service Teamlead

Key Responsibilities

  • Interview, train and monitor team members performance to meet standard criterions; work out roster & overtime scheduling to meet Sales target.
  • Ensuring agents understand and comply with all CS objectives, performance standards, and policies.
  • Day to day assist team members to handle difficult calls or tough customers
  • Submit Daily / Monthly Report on team performance, escalate issues / handling
  • Drive customer service team to achieve Sales target, Order taken and less cancellation rate.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist team to achieve sales targets and budget plan.
  • Constantly evaluate workflows and improve efficiency.
  • Working with customer (Brands) and internal team members to support agents and maximize customer satisfaction.
  • Drive team to exceed metrics expectations; understand how to leverage team to improve outcomes and meet goals.
  • Balance and prioritize seasonality and need of customers, team and client.


  • Fluent in Thai and proficient in English


  • Opportunity for growth / Annual performance review
  • Personal leave, vacation leave, sick leave
  • Social security / Group health insurance


2 — 5 years experience in account management. New grads are welcome.

Office Location

UBC2 Building, Sukhumvit 33. BTS Phrom Phong station.

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