Team Leader - Burmese Speaker (Based in Thailand)

Overview

We are looking for an experienced Burmese-speaking Team Leader to join our Customer Support team in Bangkok. In this role, you will lead and support a team delivering high-quality voice customer service within the financial services industry. You will be responsible for driving team performance, ensuring excellent customer experience, and maintaining service quality while representing a globally recognized financial services brand.

Qualifications

• Bachelor Degree or equivalent
• Previous leadership or supervisory experience in a contact center is an advantage
• Previous experience in a contact center/customer service environment
• Successful track record as a Customer Service Representative
• 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

Responsibilities

• Lead, coach, and motivate a team of Customer Service Representatives to achieve operational and quality targets.
• Monitor team performance and provide regular feedback and coaching.
• Ensure excellent customer service is delivered through effective issue resolution and adherence to company policies.
• Handle escalations and support team members in resolving complex customer concerns.
• Foster a positive, customer-focused culture while maintaining high performance standards.
• Track and report team performance metrics and identify opportunities for continuous improvement.
• Ensure compliance with operational procedures, security standards, and company policies.
• Collaborate with internal stakeholders to improve customer experience and operational efficiency.