(PU) Customer Service Team Lead

Hytech is a management consulting company headquartered in Australia and Singapore, focusing on providing digital transformation solutions for the fintech and Financial Services industries. Our services cover multiple areas such as back-office operation support, Human Resource Planning, payment systems, and risk control, committed to providing comprehensive and professional service support to clients. With a team of over 2,000 professionals worldwide, we have deep industry insights and localization implementation capabilities to ensure efficient business progress while complying with local regulations. Hytech always focuses on mid- and back-end solutions, without involving any front-end or transaction-related businesses, continuously helping customers achieve secure, compliant, and sustainable digital transformation. Role and Responsibilities: • Lead and motivate a team of customer service representatives to achieve performance goals and deliver exceptional service. • Conduct regular team meetings, provide constructive feedback, and facilitate professional development. • Set and maintain high standards for customer service, ensuring that the team meets or exceeds customer satisfaction targets. • Handle escalated customer issues and ensure prompt resolution. • Foster open communication within the team and across departments. • Act as a liaison between the customer service team and other departments to address issues and streamline processes. Qualifications and Requirements: • Bachelor's degree in business study or any related field. • Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity. • Have experience in resolving customer inquiries and handling complaints. • Proven track record of training CS new joiners and quality control management. • Ability to work in a fast-paced environment and adapt to changing priorities. • Proficiency in Zendesk and CS CRM system will be an added advantage. • Knowledge of the fintech industry will be an added advantage.