Team Lead (Customer Service Lao - CSLA)

Introduction

The Team Leader for Content Moderators is responsible for guiding and developing the moderation team, ensuring adherence to policies, and maintaining high-quality content standards.

Key skills and experience

• Diploma's degree in Business Administration, Management, or a related field;
• Good command of English (Especially in Reading and Writing);
• Have at least 1 year of experience in customer support, service analysis;
• Proficient skills with MS Office and Google Drive;
• Able to join our training session;
• Ability to work on public holidays;
• Having good communication skills is an advantage;
• Able to work on shifts, weekends, and public holidays.

Responsibilities 

• Supervise team members and be able to arrange or cover members working shifts if necessary;
• Provide accurate, valid and complete information by using the right methods/tools;
• Handle clients' complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution;
• Meet personal/teams targets;
• Keep records of issues/problem for further investigation;
• Follow communication procedures, guidelines, and policies;
• Work with managers about clients' feedback.