Customer Service Team Lead

About the role

We are seeking a proactive, customer‑oriented Customer Service Shift Lead to manage daily operations and guide a team of representatives handling motor, health, and electronic device insurance products.

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 metrics such as service levels, response times, quality standards, productivity, and customer feedback.
• Handle escalated 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.
• Ensure compliance with company policies, SOPs, insurance regulations, and data protection requirements.

Required profile

• Bachelor's degree in any related field.
• 3‑5 years of experience in customer service, contact‑center operations, or customer support.
• Previous supervisory or team‑lead experience is an advantage.
• Experience in the non‑life insurance industry is highly preferred.
• Strong leadership, communication, problem‑solving, and complaint‑handling skills.
• Fluent in Thai and English (English is an advantage).

Required skills

• Proficiency with CRM or customer‑service systems.