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 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 :

Job Types : Full-time, Permanent

Pay : RM4, RM6,500.00 per month

Benefits :

Language :

Work Location : In person

Expected Start Date : 09 / 02 / 2025