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Customer Service Team Leader (Digital Banking)

Customer Service Team Leader (Digital Banking)

Brandt Business Services Sdn. Bhd.MY
30+ hari lalu
Penerangan pekerjaan

Job Brief :

The Customer Service Team Leader will oversee and manage a team of Customer Service Agents to ensure high-quality service delivery and customer satisfaction. This role involves leading by example, providing guidance, and ensuring the team meets performance metrics. The ideal candidate will possess strong leadership abilities, a deep understanding of the customer service environment, particularly in the e-commerce and financial services industries, and have a risk-based approach to solving problems.

Job Responsibilities :

  • Assist leadership team to manage overall operations of the contact centre.
  • Assist to drive operational KPI like service level, abandoned rate, average handling time, customer satisfaction, email / chat response rate and etc.
  • Work with Assistant Manager to minimize shrinkage, attrition, dissatisfied contacts, complaints and etc.
  • Ensure all relevant communications and data are updated and recorded.
  • Ensure action plans and deliverables are met within agreed timeline.
  • Handle on ad-hoc projects / assignments.
  • Manage a team consists up to 15 members.
  • Active monitoring, support and coach team members performance in align with departmental KPI & SLAs
  • Perform regular contact with team members like 1-1, team meeting, performance review and etc.
  • To ensure team members provide accurate information to users & handle escalations if required. Manning of escalation queues.
  • Communicate effectively & motivate team members to perform better
  • Utilize expert knowledge of fintech, banking, and payment processing rules to handle and solve customer challenges in a timely manner & generate relevant reports for operational discussion and analysis.

Job Requirement :

  • Minimum Diploma, Advanced / Higher / Graduate Diploma, or Bachelor's Degree in any field or equivalent.
  • 4 years of experience in a call center environment, preferably within the e-commerce, financial services, banking, or commercial sectors.
  • At least 2 years of experience managing a team in a customer service setting.
  • Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
  • Strong understanding of fintech, banking payment processing, and subscription-based revenue models.
  • Strong analytical and mathematical skills with attention to detail.
  • Creative and critical problem-solving skills, with the ability to apply a risk-based approach to complex issues.
  • Excellent written and verbal communication skills in English.
  • Proficiency in additional languages such as Malay, Cantonese, or Mandarin is an advantage.
  • Proven ability to lead a team, manage performance, and provide constructive feedback.
  • Ability to work with cross-functional teams to achieve desired results.
  • Self-motivated, positive attitude, and strong customer service ethics.
  • Ability to handle multiple tasks in a fluid, fast-paced environment and prioritize effectively.
  • Passionate about customer satisfaction and leading by example.
  • Willingness to work shifts in a 24x7 operation with rotating off days.
  • Able to respond to customer inquiries in a professional manner, maintaining the company’s reputation for high-quality service.
    • Buat amaran kerja untuk carian ini

    Team Leader • MY