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.