Customer Service Team Lead

Job description

We are looking for a proactive and customer-oriented Customer Service Shift Lead to oversee daily customer service operations and lead a team of Customer Service Representatives supporting motor insurance, health insurance, and electronic device insurance products. The successful candidate will ensure smooth shift operations, maintain high service standards, handle customer escalations, and work closely with internal departments and external partners to deliver an excellent customer experience. Key Responsibilities Supervise daily customer service operations and ensure efficient service delivery throughout the assigned shift. Lead, coach, and support Customer Service Representatives to achieve service targets and maintain high customer satisfaction. Monitor team performance, including service levels, response times, quality standards, productivity, and customer feedback. Handle escalated customer inquiries and complaints related to insurance policies, coverage, claims, repairs, and claim status. Coordinate with Claims, Underwriting, Policy Administration, hospitals, garages, repair centers, and other service partners, as applicable. Ensure customer inquiries and complaints are resolved accurately and within agreed service timelines. Monitor staffing, workload distribution, attendance, and shift handovers to ensure operational continuity. Ensure compliance with company policies, standard operating procedures, applicable insurance regulations, and data protection requirements. Prepare operational reports, identify service issues, and recommend improvements to enhance customer experience and team performance. Support team training, quality monitoring, and continuous improvement initiatives. Qualifications Bachelor's degree in any related field. 3-5 years of experience in customer service, contact center operations, or customer support. Previous experience in a team leader or supervisory role is an advantage. Experience in the non-life insurance industry is highly preferred. Knowledge of motor insurance, health insurance, or electronic device insurance is an advantage. Strong leadership, communication, problem-solving, and customer complaint handling skills. Good interpersonal skills with the ability to manage escalated cases professionally. Good computer skills and experience using CRM or customer service systems. Good command of Thai and English (English is an advantage). Able to work on a rotating shift schedule, including weekends and public holidays, as required.