Summary:
​At VBell, we’re building a support team that leads with empathy, innovation, and expertise. We're on the lookout for a Team Lead who can guide our customer support team to success—motivating, mentoring, and inspiring top-tier service.
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​If you're a natural leader with a deep understanding of customer care and a passion for helping people thrive, this is your next step.
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What You'll do:
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Customer Engagement: Maintain a professional, empathetic, and customer-first approach in all interactions.
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Query Resolution: Respond promptly across communication channels (email, chat, calls).
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Complaint Handling: Resolve customer concerns with care, efficiency, and diplomacy.
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Accurate Documentation: Log customer interactions, feedback, and resolutions.
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Team Collaboration: Coordinate with team members for consistent and efficient support delivery.
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Service Improvements: Recommend and implement ways to enhance the customer support experience.
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Customer Satisfaction: Drive initiatives to improve customer delight and loyalty.
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Team Management: Oversee daily support operations and monitor team performance.
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Training & Coaching: Conduct regular training and mentorship sessions to upskill team members.
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Task Delegation: Assign roles and responsibilities based on strengths and priorities.
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Best Practices: Promote and enforce team-wide standards and service excellence.
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Clear Communication: Ensure team members understand their duties and deliverables.
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Issue Reporting: Keep leadership informed about critical challenges or escalations.
What You must have:
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Education: Bachelor’s Degree in any discipline.
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Experience: 2–3 years in international client support, including leadership responsibilities.
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Communication: Strong verbal, written, and presentation skills.
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Organization: Excellent multitasking and time-management abilities.
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Documentation: High attention to detail with strong record-keeping habits.
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Leadership: Confident in guiding, coaching, and making sound decisions.
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Technical Skills: Proficiency in Microsoft Office Suite; experience with CRM tools is a plus.
Terms:
At VBell, we’re deeply committed to the growth and success of our people. We work closely with industry-leading partners and clients who share our standards of excellence, and we invest in continuous learning to help every team member thrive. Our culture is built on collaboration, high performance, and shared success.
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To support smooth transitions—and in alignment with practices across our client and partner network—we kindly ask that employees provide a one-month notice if they choose to move on from the company. To facilitate this process, we retain one month of gross salary, with 50% deducted over the first two months of employment. This amount is fully returned in the final settlement upon successful completion of the notice period.
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We encourage you to apply only if you are comfortable with these terms and excited to grow your career with us at VBell.