POSITION SUMMARY Our Client is one of the leading fast growing wellness company in the Asia region. The Customer Service Team Lead plays a key role in ensuring exceptional service delivery to customers and Brand Partners across Australia and New Zealand. This position is responsible for leading a small team of customer service representatives, handling complex customer interactions, providing training and coaching, and supporting the continuous improvement of customer experience. The ideal candidate is a proactive leader who leads, by example, balancing people management with hands-on customer support and training responsibilities ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Team Leadership & Operations • Supervise and support the daily operations of the Australian customer service team to ensure timely and high-quality customer interactions. • Monitor team performance metrics (e.g., response times, quality scores, customer satisfaction) and report results to the Customer Service Manager. • Provide regular coaching, feedback, and one-on-one sessions to drive team engagement and skill development. • Act as the first point of escalation for customer or Brand Partner issues, ensuring prompt and effective resolution. • Collaborate with global and regional teams to maintain alignment with LifeWave’ s service standards and business objectives. 2. Customer Support • Handle customer interactions via phone, email, and chat, • Maintain a deep understanding of Company products, promotions, policies, and systems to provide accurate information and support. • Identify recurring customer issues and collaborate with cross-functional teams to improve processes and reduce contact with drivers. 3. Training & Development • Conduct onboarding and refresher training for new and existing customer service representatives. • Support training initiatives for product launches, policy updates, or new system implementations. • Assist in developing knowledge base content, FAQs, and training materials to support team performance and consistency. 4. Continuous Improvement • Contribute to process improvement initiatives that enhance efficiency and customer satisfaction. • Provide insights and feedback on customer trends and team performance to management. • Help foster a positive, customer-focused team culture that aligns with Company’ s values. Requirements • 3–5 years of experience in customer service, including at least 1–2 years in a team lead or senior representative role. • Experience in wellness, health products, direct selling, or e-commerce industries preferred. • Strong communication and interpersonal skills with the ability to motivate and guide team members. • Proven ability to manage multiple priorities and maintain high service standards in a fast-paced environment. • Experience with CRM and ticketing systems • Proficiency in Microsoft Office • Training or coaching experience is highly desirable
