Customer Services Manager
Atlantic Partners AsiaKuala Lumpur, Kuala Lumpur, Malaysia8 days ago
Job descriptionEnsure timely and effective resolution of client inquiries and issues. Develop and implement support procedures and best practices to enhance client satisfaction. Handle escalated client concerns and provide solutions. Maintain high levels of client satisfaction through excellent service delivery. Develop and implement strategies to enhance the client support experience and achieve service excellence. Prepare and present regular reports on team performance, client satisfaction, and support metrics to senior management. Monitor and analyze support metrics to identify areas for improvement. Collaborate with other departments to resolve client issues and improve services. Regularly cross‑check with the Provider Team and Payment Team to ensure client balances, and all other related process flows are accurate. Address discrepancies promptly and ensure accurate transaction processing. Train existing and new team members on company policies, procedures, and best practices. Identify training needs and provide ongoing development opportunities for the team. Stay updated on industry best practices and emerging trends to ensure the team is equipped with the latest tools and techniques. Collaborate with compliance teams to ensure that all client support processes adhere to industry regulations and standards. Lead initiatives to improve support processes and client experiences. Stay updated on industry trends and incorporate best practices into the client support function. Prepare and provide regular reports on work progress, including metrics and KPIs. Perform any other related lawful duties that may be given by the Management from time to time. Bachelor’s degree in business, finance, or a related field. Well versed in Microsoft Office application – especially in Microsoft Excel. Proven experience in a client support or customer service role in the payments industry . Strong leadership and team management abilities. Ability to work in a fast‑paced environment and manage multiple priorities effectively. Ability to collaborate effectively across departments. In‑depth knowledge of payment processing, payment gateways, and related technologies. Strong knowledge of payment industry regulations and standards. Familiar with foreign exchange and foreign exchange quoting. Excellent interpersonal and communication skills. Strong verbal and written communication in English. Ability to communicate in Chinese including Mandarin is preferable. Must be a Malaysian national, have a valid work Visa for Malaysia or be a Permanent Resident of Malaysia.
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We are a Global Cross-Border Payments Company with 7 Global Offices assisting Clients to achieve their goals whilst exceeding their expectations. We are looking to bring in an experienced Payments Customer Services Manager . The successful candidate will lead by example working across the firm to ensure that Clients' successful outcomes happen routinely.
If you are exceptional and want to help create the future by helping to build and mentor the team to exceed expectations.
Responsibilities
Lead, Mentor, and Develop a Team
- Lead, mentor, and develop a team of client support representatives.
- Monitor team performance, provide regular feedback and conduct performance reviews.
- Foster a positive and collaborative team environment.
Client Support
Strategy and Analysis
Cross‑functional Coordination
Training and Development
Compliance Adherence
Qualifications
Required Skills
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Customer Service
Industries
Banking and Capital Markets
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Customer Service • Kuala Lumpur, Kuala Lumpur, Malaysia
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