As a Customer Service Team Lead, I oversee the performance and operational efficiency of the customer service team, ensuring that key performance indicators (KPIs) are met. My responsibilities include updating and processing data, tracking the daily goals and needs of each CS manager, and providing strategic direction through the implementation of both short-term and long-term initiatives. I report directly to the department head, regularly participate in leadership meetings, and work collaboratively to drive improvements and optimize processes. I am dedicated to fostering a productive and goal-oriented team environment to enhance customer satisfaction and operational outcomes.

- Contacting client who signed and paid already for the course- Enrollment job (coordination between parents, teachers and kids to choose most suitable time to be in active group)- Processing all cases in Back Office- Do supporting job (handling complains, tech issues, and refund) to maximizing customer experience- Attracting conversations and making leads from social media- Internal sales/Repeated payment (reminding, contacting, and helping customers to prolongate the course)