Customer Service Team Lead, Hybrid

Job Summary

KDCI Outsourcing is seeking a Customer Service Team Lead to oversee the daily operations of the customer service team, ensuring service excellence and delivering results aligned with client expectations. This role requires strong leadership, effective mentoring, and consistent communication with stakeholders, including onshore clients. The ideal candidate has experience handling travel, healthcare/medical, or financial accounts, with a proven ability to lead by example and maintain high performance under pressure.

Key Responsibilities

• Lead and mentor a team of customer service representatives to achieve KPIs and client goals.
• Handle escalations and provide resolutions to complex customer issues.
• Monitor and evaluate team performance through quality audits, coaching, and feedback sessions.
• Generate and analyze reports on productivity, quality, and customer satisfaction.
• Communicate directly with stakeholders and onshore clients regarding team performance, updates, and escalations.
• Support management in implementing new processes, tools, and best practices.
• Ensure compliance with client policies, data security, and operational standards.
• Foster a positive and collaborative work environment that encourages teamwork and accountability.

Job Requirements

• 2–3 years of experience in a leadership or supervisory role within customer service.
• Excellent communication and stakeholder management skills.
• Proficient in Microsoft Excel and Microsoft 365 tools.
• Strong problem-solving skills with a proactive “can-do” attitude.
• Ability to balance following instructions with taking initiative when necessary.
• Detail-oriented, organized, and able to manage multiple priorities effectively.
• Experience handling Travel, Healthcare/Medical, or Financial accounts is a plus.

Work Ethics & Traits

• Team-oriented while capable of working independently.
• High level of integrity, professionalism, and accountability.
• Strong initiative and willingness to go above and beyond expectations.
• Flexible, adaptable, and resilient in fast-paced environments.

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Employment Code: 9.8.25.B

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