Customer Service Team Leader

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 :

1. Minimum Diploma, Advanced / Higher / Graduate Diploma, or Bachelor's Degree in any field or equivalent.

2.4 years of experience in a call center environment, preferably within the e-commerce, financial services, banking, or commercial sectors.

3.  At least 2 years of experience managing a team in a customer service setting.

4.   Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.

5.Strong understanding of fintech, banking payment processing, and subscription-based revenue models.

6. Strong analytical and mathematical skills with attention to detail.

7.Creative and critical problem-solving skills, with the ability to apply a risk-based approach to complex issues.

8.Excellent written and verbal communication skills in English.

9. Proficiency in additional languages such as Malay, Cantonese, or Mandarin is an advantage.

10. Proven ability to lead a team, manage performance, and provide constructive feedback.

11. Ability to work with cross-functional teams to achieve desired results.

12. Self-motivated, positive attitude, and strong customer service ethics.

13. Ability to handle multiple tasks in a fluid, fast-paced environment and prioritize effectively.

14. Passionate about customer satisfaction and leading by example.

15. Willingness to work shifts in a 24x7 operation with rotating off days.

16. Able to respond to customer inquiries in a professional manner, maintaining the company’s reputation for high-quality service.