Team Leader - Burmese Speaker (Based in Thailand)
On-siteBangkok, Bangkok, Thailand
Job Summary
Lead, coach, and motivate a team of Customer Service Representatives to achieve operational and quality targets. Monitor team performance, provide regular feedback, and handle escalations to resolve complex customer concerns. Ensure excellent service delivery through effective issue resolution, adherence to policies, and collaboration with internal stakeholders to improve efficiency. Track and report metrics to identify continuous improvement opportunities while fostering a positive, customer-focused culture. Maintain compliance with security standards and operational procedures. Represent a globally recognized financial services brand by delivering personalized interactions and demonstrating empathy.
Required Qualifications
- Bachelor Degree or equivalent
- Fluent in Burmese with a minimum CEFR B2 proficiency
- Able to understand English for training and internal communication
- Excellent verbal and written communication skills
- Strong customer service, active listening, and interpersonal skills
- Strong problem-solving and conflict resolution abilities
- Ability to identify customer needs and provide effective long-term solutions
- Demonstrated empathy and the ability to personalize customer interactions
- Passion for delivering outstanding customer experiences while representing the brand
- No disciplinary actions or Performance Improvement Plan (PIP) within the last three months
- Experience supporting customers within the financial services industry
Desired Qualifications
- Previous leadership or supervisory experience in a contact center is an advantage
- Successful track record as a Customer Service Representative
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