Customer Care Manager, Malaysia

2 weeks ago

Kuala Lumpur, Malaysia Ria Financial Services Full time

Customer Care Manager, Malaysia

The purpose of the Customer Care Manager role is to lead a highly effective Customer Care hub, the hub will provide help and support for Ria's and XE global customer base through the end-to-end process. The Customer Care Manager will drive the performance of the support hub to achieve service levels and key support metrics. This role will actively drive adherence to standard global processes, identifying any areas of weakness and suggesting changes that will ensure continuous improvement.

The outcome of this role will be that Ria and XE customers, regardless of region, receive the best possible support during their engagement with us.

**Responsibilities**
- Accountable for the training of new Care employees.
- Responsible for guaranteeing that our new and current employees have the correct tools (hardware/Software) needed to carry out their tasks.
- Responsible to carry out individual or team orientations to the Care Department.
- Accountable for conducting employees' KPI reviews.
- Accountable for supporting QA activities and plans
- Accountable for the team's KPIs
- Responsible for meeting the hub's KPIs targets.
- Responsible for conducting the salary review process and annual employee appraisal.
- Accountable for the management of escalations, daily shift responsibilities, roster creation and over time approval.
- the sun' support model and provide additional support bandwidth to other regions during peak times.
- Responsible for the team's adherence to Ria's and XE's standard global processes, actively monitoring performance and suggesting continuous improvements tools and processes.
- Responsible for managing internal and external audits.
- Work in conjunction with the Customer Care Heads in the different regions to guarantee that the regional KPI Metrics are met.
- Responsible for escalating any issues in the end-to-end process, and highlights areas for improvement, working collaboratively with key teams.
- Drive the team to build strong customer relationships with Ria/XE, where consumers view Euronet's money transfer division as their 'go-to' transaction provider.
- Work closely with global peers to share best practices.
- Build a learning culture, where teams share important knowledge and best practices.
- Develops and maintains relationships with agents, correspondents, and Ria/XE staff by setting quarterly visits or meetings with different stakeholders.
- Understands the importance of Privacy and follows the regional legislation and procedures accordingly.
- Participate in all Work, Health and Safety training and emergency evacuation drills as requested.

**Qualifications**
- Bachelor's Degree in any field.
- Multinational experience essential, experience in the financial industry is preferred.
- Experience in managing and motivating a team to deliver against targets and metrics.
- Excellent verbal and written communication skills,
- Strong coaching skills, investing in team members to perform at the highest level.
- Ability to adhere to process and based on results propose continuous improvements.
- Highly numerate focused and comfortable working in a fast paced, target driven environment.
- Data driven and analytical, with an ability to review/analyze performance metrics.
- Fluent in English and Malay, other foreign language is a plus.
- Flexible schedule: Willing to work on extended hours.
- Minimum of 2 years of managerial experience
- Advanced knowledge of Microsoft Office
- preferable Excel and Power Point
- Experience using Zendesk
- Experience with calling software such as Cisco
- Experience using Power Bi desirable
- Experience using Calabrio

Job ID 300000165137427

  • Remote customer care manager

    4 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airlines Berhad Full time

    Job Description:Malaysia Airlines Berhad is seeking a Remote Customer Care Manager to join our team in Kuala Lumpur, Malaysia. As a Mid-toSenior Level position, the ideal candidate should have at least 8 years of experience in customer care management.Responsibilities:1. Lead a team of remote customer care representatives to ensure exceptional customer...

  • Remote customer care manager

    1 month ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airlines Berhad Full time

    Job Description:Malaysia Airlines Berhad is seeking a Remote Customer Care Manager to join our team in Kuala Lumpur, Malaysia. As a Mid-toSenior Level position, the ideal candidate should have at least 8 years of experience in customer care management.Responsibilities:1. Lead a team of remote customer care representatives to ensure exceptional customer...

  • Customer Care Manager, Malaysia

    4 weeks ago

    Kuala Lumpur, Malaysia Ria Full time

    The purpose of the Customer Care Manager role is to lead a highly effective Customer Care hub, the hub will provide help and support for Ria’s and XE global customer base through the end-to-end process. The Customer Care Manager will drive the performance of the support hub to achieve service levels and key support metrics. This role will actively drive...

  • Customer Care Manager, Malaysia

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Ria Full time

    The purpose of the Customer Care Manager role is to lead a highly effective Customer Care hub, the hub will provide help and support for Ria's and XE global customer base through the end-to-end process. The Customer Care Manager will drive the performance of the support hub to achieve service levels and key support metrics. This role will actively drive...

  • Eg - Customer Care Representative, Malaysia

    6 days ago

    Kuala Lumpur, Malaysia Boston Scientific Corporation Full time

    **EG - Customer Care Representative, Malaysia**: - Remote Eligible: Hybrid- Onsite Location(s): Kuala Lumpur, Malaysia**Additional Locations**: N/A **Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance** At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of...

  • Customer Service Specialist

    2 weeks ago

    Kuala Lumpur, Malaysia Customer Connect Malaysia Full time

    At CCM, we won't forget what makes customers happy, simply because we are customers too. We are obsessively passionate about being a happy customer ourselves to remind us how to treat others the same way. We come to work every day with one simple belief - we too can make a difference for your customers. This is our lifelong goal simply because we love what...

  • Customer Success Specialist

    2 weeks ago

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

    At CCM, we won't forget what makes customers happy, simply because we are customers too. We are obsessively passionate about being a happy customer ourselves to remind us how to treat others the same way. We come to work every day with one simple belief - we too can make a difference for your customers. This is our lifelong goal simply because we love what...

  • Customer Success Specialist

    4 weeks ago

    Kuala Lumpur, Malaysia Customer Connect Malaysia Full time

    At CCM, we won't forget what makes customers happy, simply because we are customers too. We are obsessively passionate about being a happy customer ourselves to remind us how to treat others the same way. We come to work every day with one simple belief - we too can make a difference for your customers. This is our lifelong goal simply because we love what...

  • Associate, Customer Care

    3 weeks ago

    Kuala Lumpur, Malaysia Great Eastern Malaysia Full time

    Associate, Customer Care **Job Summary**: - Receive and handle inquiries and complaints from internal and external customers. - Take ownership of customers' inquiries or complaints and resolve them by liaising with respective Business Owners within the specified time frame. - up and update customers timely on complaints raised until they are resolved. -...

  • Customer Care

    3 weeks ago

    Kuala Lumpur, Malaysia Koh Sim Lui Full time

    **Responsibilities**: - Learning and understanding company insurance products. - Answering calls and responding to customer complaints. - Accessing customer accounts and policy schedules. - Providing customers with detailed information about policies and products. - Recommending available products. - Forwarding customers to sales agents when a policy needs...

  • Associate, Customer Care

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Great Eastern Malaysia Full time

    Associate, Customer Care (Counter)Discover the GREAT in your career.As a LIFE company, our customers are at the heart of all that we do. Being one of Asia's leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement - from...

  • Associate, Customer Care

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Great Eastern Malaysia Full time

    Associate, Customer CareJob Summary: Receive and handle inquiries and complaints from internal and external customers. Take ownership of customers' inquiries or complaints and resolve them by liaising with respective Business Owners within the specified time frame.- up and update customers timely on complaints raised until they are resolved. Assist and...

  • Associate, Customer Care

    3 weeks ago

    Kuala Lumpur, Malaysia Great Eastern Malaysia Full time

    Associate, Customer Care (Counter) **Discover the GREAT in your career.** As a LIFE company, our customers are at the heart of all that we do. Being one of Asia's leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is **Integrity, Initiative, **and...

  • Customer Care

    6 days ago

    Kuala Lumpur, Malaysia Elabram System Full time

    __ Achieves customer care objectives by contributing recommendations to strategic plans and reviews preparing and completing action plans, implementing efficiency and quality of customer-care standards, resolving problems, completing audits; identifying customer care trends, determining process improvements; implementing change according to Project Yellow...

  • Customer Care

    7 days ago

    Kuala Lumpur, Malaysia IT Business Solutions Sdn Bhd Full time

    Job Profile Preview YOODO CUSTOMER CARE Role: YOODO CUSTOMER CARE **JOB PURPOSE**: Achieves customer care objectives by contributing recommendations to strategic plans and reviews; preparing and completing action plans; implementing efficiency and quality of customer-care standards; resolving problems; completing audits; identifying customer care trends;...

  • Customer Care Manager

    3 weeks ago

    Kuala Lumpur, Malaysia StoreHub Full time

    Are you _driven, results-oriented and a team player?_ With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail & restaurant businesses the technology and services they need to succeed. At StoreHub, we’re building a dream team whereby all of your colleagues are extraordinary at what they...

  • Customer Care

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Elabram System Full time

    __Achieves customer care objectives by contributing recommendations to strategic plans and reviews preparing and completing action plans, implementing efficiency and quality of customer-care standards, resolving problems, completing audits; identifying customer care trends, determining process improvements; implementing change according to Project Yellow...

  • Customer Care

    6 days ago

    Kuala Lumpur, Malaysia Elabram Full time

    Job Description **JOB PURPOSE**: Achieves customer care objectives by contributing recommendations to strategic plans and reviews; preparing and completing action plans; implementing efficiency and quality of customer-care standards; resolving problems; completing audits; identifying customer care trends; determining process improvements; implementing...

  • Executive, Partner Care, Shops

    2 weeks ago

    Kuala Lumpur, Malaysia foodpanda Malaysia Full time

    **"To be the most loved everyday food and groceries destination!" - that's our mission at foodpanda (small 'f').** foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like...

  • Survivor Care Coordinator

    1 month ago

    Kuala Lumpur, Malaysia Operation Underground Railroad Full time

    **Job Description: Survivor Care Coordinator - Malaysia (Full-Time)** **Background**: - The Survivor Care Coordinator will play a pivotal role in providing comprehensive support and coordination services concerning survivors of human trafficking and child sexual exploitation. This position is crucial in ensuring survivors receive holistic care, access to...