Title:  Customer Service Team Lead

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Provide excellent support experience to customers via all relevant communication channels. 
• Leading a team with responsibility for all daily activities impacting the customer experience.
• Utilizing live, legacy reports, tooling and systems to understand what is happening at any point in time.
• Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
•  Providing guidance by “show me rather than tell me” to reduce future escalations and get team members self-sufficient.
• Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
• Identifying customer improvement opportunities and turning these into impactful actions.
• Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact centre tools.
• Coaching team for success, turning all contacts into a learning improvement opportunity. Using performance management systems to understand team members' performance and gaps.
• Collaborating with CXO on product, process and CX improvement programmes.
• Identifying customer improvement opportunities and recommending impactful solutions whilst collaborating with relevant leads to deliver on solutions
• Meet with the Coinbase team weekly or as is needed to align on customer experience performance and programmes.
• Stay connected to the customer by spending at least one hour daily working on queries and handling occasional escalated issues.
• Facilitating weekly huddles with agents focused on particular topics or metrics
• Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience. 
• Build sustainable relationships and engage customers by taking the extra mile
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field.
• Preferably with 2 years of working experience in the people management experience in a contact center, BPO, vendor management environment.
• Possesses strong time management skills and is motivated to exceed expectations.
• Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs.
• Ability and thrives in a fast paced multicultural team. 
• A curious mindset that seeks to learn, challenge the status quo and improve our business.
• Encourage openness and transparency whilst respecting individuals privacy.
• Respect & promote equality, diversity and inclu
• Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation). 
• Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones.
• Experienced in delivering high-quality results you will be experienced in implementing “best practice” customer service, sales and account management within contact centres
• Knowledge of solution design process, procedures and operating models you will also be highly proficient with contact centre technology
• Strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions
• Excellent verbal and written communication skills in English and the language of the supporting market.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.