Team Leader

Job description

This role is responsible for leading a team of 12-15 Concierge Consultants who provide premium lifestyle services to Centurion and Platinum Card Members, including dining, entertainment, transportation, golf, wellness, luxury goods, gifts, and other lifestyle requests within the TCE service scope.

Responsibilities

• Lead and manage the Lifestyle Service team, including recruitment, coaching, colleague development, and performance management
• Oversee daily operations and manage resources to ensure service levels and business requirements are met
• Monitor service quality and ensure established standards and best practices are consistently followed
• Handle escalated customer issues and ensure timely and effective resolution
• Drive a high standard of customer experience and continuous service improvement
• Provide regular business updates to the Travel Manager and BD team and facilitate team communications
• Ensure adherence to applicable company policies, procedures, and compliance requirements

Qualifications

• Bachelor’s degree or above Previous experience in a call center, customer service, travel, concierge, or lifestyle service environment is preferred
• Proven experience in people management, coaching, and team leadership
• Strong written and verbal communication skills in English and Mandarin Chinese
• Strong organizational, interpersonal, and problem-solving skills
• Ability to manage priorities, meet deadlines, and work effectively under pressure
• Strong commitment to delivering exceptional customer service