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Customer Service - Team Leader (Thai Market) | Based MY

Customer Service - Team Leader (Thai Market) | Based MY

Zeal GroupKuala Lumpur, Federal Territory of Kuala Lumpur, MY
6 days ago
Job type
  • Quick Apply
Job description
  • Lead and supervise a team of customer service representatives.
  • Provide guidance, coaching, and support to ensure the team meets performance goals.
  • Ensure the team adhere to the manuals, policies, and guidelines.
  • Provide ongoing coaching and training to enhance the skills of team members.
  • Facilitate training sessions for new hires and organize skill development programs.
  • Handle escalated customer issues and complex problem-solving.
  • Assist team members in resolving challenging customer situations.
  • Stay informed about industry regulations affecting customer interactions.
  • Serve as a communication link between the Assistant Manager and the customer service team.
  • Communicate policies, updates, and changes from upper management to the team.
  • Act as a point of contact for escalated customer issues that require higher-level intervention.
  • Coordinate with other departments to ensure timely resolution of complex problems.
  • Gather and analyze customer feedback received by the team.
  • Implement strategies to address customer concerns and improve the overall customer.
  • Instils Zeal Core Values into day-to-day operation.
  • Timely feedback to team members and periodic updates to the Assistant Manager
  • Ad hoc task delegated by the Manager or Assistant Manager

    • Requirements

    • Degree holder in any discipline. Major in Finance, Economics or business related are preferred.
    • Minimum of 3 years of experience in Customers Service / Operations with at least 1 year of experience in supervisory role
    • Experience gained in FX / Finance industry will be an advantage.
    • Proficient in Microsoft Office (Words, Excel, PowerPoint).
    • Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
    • Fluent in both English and Thai language (verbal & written)
    • Additional knowledge of Indonesia, or Hindi language is an advantage.

      • Benefits

    • Medical Benefit
    • Optical Benefit
    • Life Insurance
    • Health & Fitness Subsidy
    • Long Service Rewards
    • Work Anniversary Rewards
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    Customer Service • Kuala Lumpur, Federal Territory of Kuala Lumpur, MY