Customer Service Manager

6 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Worldline Full time

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

We have many hardworking and dedicated peers that would love for you to work with them. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. If you are a highly skilled Customer Service Manager who has a creative mind and is passionate about delivering, then get ready to join our company

Day to Day Responsibilities

We are seeking a dynamic and motivated Customer Service Expert to join our team in Malaysia reporting to the Senior Customer Service Manager.

  • Ensure services are delivered in line with Service Description and all Service Level targets are achieved.
  • Analyse operational metrics and work with technical delivery teams to identify and respond actively to trends, performance, and capacity needs.
  • Focus on our customers, their key business issues, and how to provide added customer value with consultancy.
  • Handle escalation, query phone calls, and e-mails from customers regarding operational & technical issues related to hardware, software, and network.
  • Work with the Senior Customer Service Manager to build an action plan for improving Customer Satisfaction Surveys if needed.
  • Monitor and update customers on the status of high severity incidents during the problem-solving stage. Follow up with post-incident reviews and incident reports to clients.
  • Manage & track all aspects of SLA incidents and escalations.
  • Work and communicate with the Senior Customer Service Manager to ensure the relevant services top-off activities are being managed.
  • Track and monitor medium to high complexity Change Requests end to end.
  • Track and report on key process metrics, ensuring key partners can monitor the success of the Service Review Process and make informed, strategic decisions where appropriate.
  • Work with other teams and Team Leaders to ensure cohesion within the unit and workflow progression.
  • Take up the role of project coordinator when required, which includes project progress updates & reporting to team & management; create project plans including setting targets for milestones, adhering to deadlines, and assisting with the definition of project scope and goals.
  • Take up any additional tasks related to projects.
  • Monitor efforts (incidents/man-days) consumed toward purchased allotments/allocations.
  • Ensure all reporting is prepared and sent in a timely manner.
  • Exhibit excellent customer service skills that build high levels of customer satisfaction for internal and external customers.
  • Demonstrate interpersonal skills and the ability to oversee changes in a project management manner - a structured workflow, appropriate follow-up of tasks, on-time delivery, and risk management.
  • Perform internal and external correspondence efficiently.

What are we looking for

We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, a can-do attitude, and a hunger to learn and grow. In practice, this means:

  • IT degree graduated with a strong background in IT Service Delivery Management.
  • Experience in Managed Services or BPO is appreciated.
  • Ability to work reciprocally with different infrastructure teams to understand IT processes, operations tasks, service desk ticket analyses, and capable of applying discernment to plan automations and development.
  • Experience working with a team of customer service management.
  • Highly skilled in process improvement techniques and reporting.
  • Minimum 3 years of project coordination experience.
  • Proficient with MS Office software programs, especially MS Excel and MS PowerPoint.
  • Effective problem-solving skills by rapidly working with all teams to identify root causes and ensure workarounds or permanent solutions are delivered under tight timing constraints.
  • Strong written and oral communications with a background of getting one's message understood clearly by adopting different styles, tools, and techniques appropriate to the audience and the nature of the information.
  • Willingness to work in Mid Valley.

Perks and Benefits

At Worldline, you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

  • Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
  • Work with inspiring colleagues and be empowered to learn, grow, and accelerate your career.
  • Flexi benefits include (Healthcare Packages, Physical Wellness, Family Wellness, and Technology Purchases).

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, a can-do attitude, and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on society. With an empowering culture, strong technology, and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

#J-18808-Ljbffr

  • Customer Service Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia EPOS GLOBAL SOLUTIONS SDN BHD Full time

    At EPOS, we help business owners and entrepreneurs unleash the full potential of their businesses. As a fast-growing and dynamic company, we are dedicated to transforming the retail and F&B industry with high-performance technology solutions. Our mission is to empower businesses by improving operational efficiency, enhancing customer loyalty, and unlocking...

  • Manager, Customer Service

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hunters International Sdn Bhd Full time

    Summary:The Customer Service Manager is responsible for overseeing and leading the customer service team,including overseas CS Teams, to ensure exceptional customer experiences. This role involves managingday-to-day operations, addressing customer inquiries and concerns, and fostering a positive andproductive work environment within the team.The Customer...

  • Customer Service Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia RD Technologies Full time

    Customer Service Manager/ Senior Customer Service officer (location: Kuala Lumpur, Malaysia)Responsibilities:Customer Support Management: responsible for answering customer questions and inquiries through various channels (phone, email, chat)Channel Optimization: Develop and implement strategies to improve customer engagement and response times across all...

  • Customer Service Manager

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Sutherland Full time

    Job OverviewSutherland is a dynamic organization seeking an experienced leader to spearhead our Customer Care Team. As a Customer Service Manager, you will be responsible for leading a team of associates to achieve exceptional results and provide top-notch customer experiences.Key ResponsibilitiesLead and supervise a team of at least 10 associates to drive...

  • Financial Service Manager

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia BASF Asia-Pacific Service Centre SB Full time

    Job DescriptionBASF Asia-Pacific Service Centre S/B is seeking a highly skilled Financial Service Manager to join our team. As a Financial Service Manager, you will play a key role in delivering high-quality financial services to internal customers.In this role, you will be responsible for managing and maintaining master data regarding material ledger,...

  • Customer Service Manager

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia American Express Full time

    Job OverviewAs a Customer Service Manager, you'll play a critical role in delivering positive outcomes for our customers and stakeholders. You'll work closely with cross-functional teams and leaders across many levels of management to drive results.The successful candidate will have a minimum of 1 year of experience in the travel industry managing booking...

  • Lead Acquisition Manager

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Customer Connect Malaysia Sdn Bhd Full time

    Job SummaryWe are seeking a highly skilled Inside Sales Representative to join our team in Kuala Lumpur. As an Inside Sales Specialist – Lead Generator, you will be responsible for qualifying potential leads and driving growth for Google's products and services.About UsCustomer Connect Malaysia Sdn Bhd is one of the top ASEAN Google Partners. We are...

  • Customer Service

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan Reeracoen Malaysia Sdn. Bhd. Full time

    Customer Service & Operations Manager ID:571156,000 MYR ~ 8,000 MYRLocation: KL SentralOverviewWe are seeking a Customer Service & Operations Manager to oversee our customer service team and enhance user engagement through effective strategies.Job DescriptionDevelop and implement customer segmentation strategies to enhance user experience and...

  • Customer Service Manager

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia KK ONG INTERNATIONAL SDN BHD Full time

    About UsWe are a harmonious team that values growth and development. As a Support Operations Specialist, you will play a crucial role in ensuring the smooth operation of our daily activities. You will work closely with our staff to provide administrative support, ensuring that our customers receive exceptional service.Key Responsibilities:Provide...

  • Customer Service Operations Manager

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Zeal Holdings Limited Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Service Operations Manager to lead our customer service team. The ideal candidate will have a strong background in operations management, excellent communication skills, and the ability to work effectively in a fast-paced environment.The primary responsibility of this role is to oversee...

  • Customer Service Assistant Manager

    4 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Zeal Holdings Limited Full time

    Customer Service Assistant Manager / Manager (Southeast Asia)About Zeal GroupZeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a team of 700+ employees across the globe. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East...

  • Customer Service Assistant Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Zeal Group Full time

    About Zeal GroupZeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a team of 700+ employees across the globe. Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus...

  • Customer Service Excellence Manager

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia TIME's group Full time

    Job Description:We are seeking a Customer Service Excellence Manager to join our team at TIME's group.The ideal candidate will have a strong background in customer service or quality assurance, with experience conducting regular audits of customer interactions.Evaluating agent performance based on predefined quality assurance criteria is also essential for...

  • Customer Service Manager, Wealth Management

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Standard Chartered Life and Careers Full time

    Job OverviewWe are seeking a skilled Customer Service Manager to join our Wealth Management team. In this role, you will be responsible for managing relationships with high-profile clients, driving business growth, and meeting the bank's strategic objectives.You will provide exceptional customer service, offer financial solutions, and manage operational risk...

  • Operations and Customer Service Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Alba Dental Clinic Full time

    Alba Dental is a brand-new, state-of-the-art cosmetic dental clinic. With ambitious growth plans, our vision is to become the largest cosmetic dental clinic in Malaysia.As we expand, we are looking for a dynamic, driven, and customer-focused leader to help shape our operations, develop high-performing teams, and ensure an exceptional customer experience.The...

  • Financial Services Executive

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia AEON Credit Service (M) Berhad Full time

    AEON Credit Service (M) Bhd is a leading provider of consumer financial services in Malaysia. Our mission is to contribute to the prosperity of the communities we serve by providing innovative financial solutions that enhance the quality of life for our customers.About UsWe have been serving the Malaysian market for over 20 years, offering a wide range of...

  • Customer Service Excellence Manager

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Different Technologies Pty Ltd. Full time

    About the job role.This Helpdesk Operations role is responsible for ensuring smooth operations of technical helpdesk services, handling complex incidents and providing support to customers.Main Tasks:Manage Helpdesk ticketing system (Zendesk), ensuring efficient ticket routing, prioritization, resolution, in line with required service level agreement.Provide...

  • Customer Service Operations Manager

    1 day ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Apical Full time

    The incumbent will oversee the Oleochemicals customer service operations team and manage the end-to-end customer order fulfilment process to deliver high level of customer satisfaction.Job ResponsibilitiesLead and mentor the customer service operations team on their day-to-day functions and foster a positive and collaborative team environment that encourages...

  • Customer Service Representative

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Businesslist Full time

    Business OverviewBecome a part of Businesslist, a leading company in the Electronics Manufacturing industry. As a Customer Service Administrator, you will play a crucial role in ensuring timely response and delivery to our customers.Job DescriptionWe are seeking an experienced professional to fill the position of Customer Service Administrator. The...

  • Customer Service Representative

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Job DescriptionWe are seeking a skilled Customer Service Representative to join our team. As a key member of our contact center, you will be responsible for delivering world-class customer service via telephone.Your primary focus will be on providing polite, professional, and accurate responses to customers' inquiries. You will also manage customer...