Service Lead

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Position Summary

The Service Lead oversees daily service operations to ensure customers receive a high-quality, consistent, and timely experience. This role serves as the primary point of escalation for customer issues, supports the service team, monitors performance, and ensures adherence to company policies and service-level standards.

Key Responsibilities

Customer Service & Support

• Lead the frontline service team to deliver exceptional customer experiences.
• Minimum experience 6 to 10 years.
• Act as the main point of escalation for complex customer inquiries and complaints.
• Ensure all service requests, tickets, or orders are processed accurately and on time.
• Maintain strong customer relationships through effective communication and follow-up.

Team Leadership

• Support and guide service staff in daily tasks; provide coaching and mentoring.
• Grow the Services Business.
• Assist in scheduling, task distribution, and workload balancing.
• Conduct regular team briefings to share updates, expectations, and feedback.
• Help onboard and train new staff in service standards and procedures.

Operational Excellence

• Monitor service KPIs (response times, resolution rates, customer satisfaction).
• Identify areas for process improvement and implement solutions.
• Ensure compliance with company policies, safety guidelines, and quality standards.
• Prepare daily/weekly reports for management on service performance.

Collaboration

• Coordinate with sales, logistics, technical, or operations teams to resolve issues.
• Work closely with the Service Manager to align staffing, resources, and priorities.
• Communicate customer insights and recurring issues to appropriate departments.

Required Skills & Qualifications

• Proven experience in customer service or service operations (leadership experience preferred).
• Strong communication, problem-solving, and interpersonal skills.
• Ability to lead, motivate, and support team members.
• Competence in service software, ticketing systems, or CRM tools (e.g.,ZOHO)
• Strong organisational skills and ability to multitask in a fast-paced environment.
• High attention to detail and commitment to service excellence.

Preferred Qualifications

• Experience in IT Industry only with Cisco Partner
• Certificate or training in customer service or leadership.
• Familiarity with lean operations or continuous improvement methodologies.

Working Conditions

• Standard office or service centre environment.
• May require occasional extended hours during peak periods.
• Some roles may include onsite visits or coordination with field service teams.