Customer Service Lead
2 weeks ago
We are
Our culture is entrepreneurial, open & inclusive, and teamwork-oriented. We are looking for talents with the aspiration to thrive in a rapidly growing business in the exciting FinTech space
You will:
- You will set up/update and maintain Knowledge Base platforms as well as internal and external FAQ to ensure customer queries are correctly addressed.
- You will identify issues/opportunities for improvement, highlight followup and participate in/verify deployment of fixes/enhancements.
- You will supervise a team of customer service specialists, handling a variety of functions including, but not limited to performing duty supervisor calls and KPI management both inhouse and remote teams
- You will manage surge in customer contacts during service nonavailability, including unscheduled maintenance, and promptly escalate for service recovery and customer notifications.
- You will provide guidance to team members on handling of customer feedback, especially for challenging customers
- You will review, investigate and resolve accountrelated disputes.
- You will support projects, system enhancements and process implementation. You will be required to work shift hours, including weekends, PH and night shift.
You are:
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Self-Driven Attitude - You are self-starter and able to work in a fast-paced environment with tight deadlines.
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Independent Worker & Team Player - You are able to work independently, or with a team, demonstrating strong interpersonal, leadership and organizational skills. You are also able to promote a culture of collaboration and teamwork across organization to optimize overall business growth
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Natural Communicator - You have strong interpersonal and communication skills with all levels of the organization from team members to executives
What can you expect from us?
- A free hand to innovate and continuously develop new processes
- Be part of the growth team of the Malaysia business
- Access to a deep bench of technical and business experts to work with Working with an entrepreneurial team spanning Singapore and Thailand
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