Team Leader

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.
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
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

Work arrangement
Hybrid