Customer Services Manager

3 months ago

Kuala Lumpur, Malaysia StashAway Full time

Customer Services Strategy Management:

- Formulate a strategic direction for the Customer Services team that is aligned with StashAway’s business objectives.
- The strategic direction should be driven by data insights and deep analysis along with review of new technologies.
- Break down the customer services strategy into key initiatives and projects to be distributed to the team leads for execution.
- Monitor and oversee these projects in the form of progress reporting, setting and measuring project KPIs, and resolve roadblocks for team leads.
- Be comfortable with change in prioritisation to adapt to market trends and/or business needs
- Operational Management:

- Lead, manage and coach the regional customer services team to achieve high levels of customer satisfaction and retention.
- Resolve escalated customer queries and complaints in a transparent, empathetic, and persuasive manner.
- Work with the team leads to organise the distribution of workload and scheduling customer services agents across the regional team to deliver our SLA promise.
- Own and manage the customer services team’s playbook (framework to operate the CS team and standardise customer responses where appropriate).
- Work with the compliance team to ensure compliance and governance throughout StashAway’s customer services processes and interaction with customers.
- Identify key customer queries and complaint patterns (driven by data analytics) to address the root cause of customer pain points.
- Execute a range of recurring tasks related to daily operations.
- Stakeholder Management
- Prepare factual data & insights to be reported to the Head of Department and C-suites on customer services matrix and progress on projects on a periodic basis.
- Be the voice of our customers to discuss and strategize with the respective departments on areas of improvement to deliver enhanced customer experiences. These departments may consist of Product, Compliance, Engineering, Marketing & CRM, Operations and others.
- Work with the Compliance team on internal and external process and compliance audits.

**Requirements**:

- At least 8 years of experience in customer service within a financial regulated organization (e.g. Banks, Insurance, Payments, etc).
- Led a team of at least 10 team members in the past
- Strong understanding of customer service and operational processes, investment products and high level financial markets trends.
- Strong data & analytics, organisational, and project management skills.
- Proficient in Zendesk or an equivalent customer ticketing system.
- Strong verbal and written communication abilities.
- Ability to work in a cross functional team with a diverse group of stakeholders.
- Comfortable working in a fast-paced, dynamic environment.
- Experience in a customer facing role within a Fintech or the financial industry.

**Benefits**

**Employee financial and physical well-being**
- Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full-time employee.
- Comprehensive insurance coverage: Free panel outpatient GP clinic visits, group hospitalisation and surgical insurance, and Covid hospitalisation insurance coverage (conditions apply). Management fee discount: You will receive an employee discount on your asset management fees when you invest with StashAway.

**Flexible work arrangements and policies**
- Work-from-home policy: You may choose to work from home or the office depending on what works best for you and your team.
- Work-from-anywhere policy: You may request to work remotely for up to eight weeks in another country.
- Unlimited paid annual leave: It should be simple for you to decide if you would like to take more or fewer days off. We trust that you are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year.
- Personal work equipment budget: It’s important that you have a workstation that’s optimal for you wherever you are.

**Learning and development opportunities**
- Discount on selected postgraduate courses with INTI: You will receive a 40% discount for the courses you enroll in. Your spouse or children are entitled to a 16% discount for courses they enroll in.

**Team bonding budget and initiatives**
- Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do.
- Annual off-sites (Oct): Each off-site gathers all employees for a full day of company-wide team bonding activities and challenges.

  • Customer Service Specialist

    4 months 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...

  • Senior Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Customer Labs Full time

    Sales, Marketing & LeasingWe are seeking a highly skilled and experienced Senior Manager to lead our sales, marketing, and leasing efforts. As a key member of our team, you will be responsible for developing and implementing effective sales and marketing strategies to achieve business objectives and sales targets.Develop and implement sales and marketing...

  • Working Party Manager

    4 months ago

    Kuala Lumpur, Malaysia Airbus Customer Services Sdn Bhd Full time

    1. Ensure airworthiness of the aircraft for the work performed through the WP, sign the Certificate of Release to service and deliver back the aircraft to customers. 2. Participate in the Working Party Preparation with the preparation group (Work scope, Work planning, Resources Doc/Material/Logistic). 3. Allocate tasks to staff according to the competence...

  • Customer Success Specialist

    4 months 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 Manager

    3 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia ACCS - ARES Customer Care Solutions GmbH Full time

    About ACCS - ARES Customer Care Solutions GmbHWe are a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over...

  • Fhs Industrial Solutions Specialist

    4 months ago

    Kuala Lumpur, Malaysia Airbus Customer Services Sdn Bhd Full time

    You will be in charge of the operations and solutions management in the frame of Flight Hour and LRU Services. The Industrial solutions manager will work within a team of repair & transport/logistic solutions experts. The main aim of this team is to build and maintain the set-up for FHS repair & Transport supply chain. To maintain and improve this industrial...

  • Internship Customer Service

    4 months ago

    Kuala Lumpur, Malaysia VERTEX MARKERTING & SERVICES Full time

    Maintaining a positive, empathetic, and professional attitude toward customers at all times. - Responding promptly to customer inquiries. - Communicating with customers through various channels. - Acknowledging and resolving customer complaints. - Knowing our products inside and out so that you can answer questions. - Communicating and coordinating with...

  • Customer Service

    2 weeks ago

    Kuala Lumpur, Malaysia MHA Consultancy Services Sdn Bhd Full time

    **Key Responsibilities**: - Provide service and guidance to customers. - Answering customer’s queries in any communication channel and provide the best solution to customers. - Update sales statement in the sales tracking system. - Ensure that all clients receive their financial statements on time. - Following up on previous customers for potential...

  • Customer Service

    4 months ago

    Kuala Lumpur, Malaysia MHA Consultancy Services Sdn Bhd Full time

    **Key Responsibilities**: - Provide service and guidance to customers. - Answering customer’s queries in any communication channel and provide the best solution to customers. - Update sales statement in the sales tracking system. - Ensure that all clients receive their financial statements on time. - Following up on previous customers for potential...

  • Customer Service

    4 months ago

    Kuala Lumpur, Malaysia MHA Consultancy Services Sdn Bhd Full time

    **Key Responsibilities**: - Provide service and guidance to customers. - Answering customer’s queries in any communication channel and provide the best solution to customers. - Update sales statement in the sales tracking system. - Ensure that all clients receive their financial statements on time. - Following up on previous customers for potential...

  • Customer Service Manager

    4 months ago

    Kuala Lumpur, Malaysia Orange Business Full time

    **About the role**: Overall CSM Responsibility To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements) To be the Malaysia and International...

  • Customer Service Advisor

    4 months ago

    Kuala Lumpur, Malaysia Lifework HR Services Sdn Bhd Full time

    **Responsibilities**: - Build rapport and long term relationships with Clients while providing excellent customer service standards. - Create shipment booking arrangements - Entertain customer's enquiries on product & services - Collaborate well with Sales & Operation teams. - Achieve **monthly KPI **of dates arranged & waiting time. - Manage and update...

  • Customer Service Advisor

    4 months ago

    Kuala Lumpur, Malaysia Lifework HR Services Sdn Bhd Full time

    **Responsibilities**: - Build rapport and long term relationships with Clients while providing excellent customer service standards. - Create shipment booking arrangements - Entertain customer's enquiries on product & services - Collaborate well with Sales & Operation teams. - Achieve **monthly KPI **of dates arranged & waiting time. - Manage and update...

  • Customer Service Manager

    4 months ago

    Kuala Lumpur, Malaysia Golden Destinations by ICE HOLIDAYS Sdn Bhd Full time

    **Responsibility** **1. Customer Service Operations**: - Manage and lead a team of customer service representatives to ensure the timely and effective resolution of customer inquiries, concerns, and feedback. - Develop and implement customer service policies, procedures, and standards to maintain consistency and quality across all interactions. - Monitor...

  • Customer Service Manager

    4 months ago

    Kuala Lumpur, Malaysia Golden Destinations by ICE HOLIDAYS Sdn Bhd Full time

    **Responsibility** **1. Customer Service Operations**: - Manage and lead a team of customer service representatives to ensure the timely and effective resolution of customer inquiries, concerns, and feedback. - Develop and implement customer service policies, procedures, and standards to maintain consistency and quality across all interactions. - Monitor...

  • Customer Service Executive

    4 months ago

    Kuala Lumpur, Malaysia TC Management Services Corporation Sdn Bhd Full time

    **Requirements**: - Able to work independently with a positive character and willing to take up new challenges - Good command and written in English and Bahasa Malaysia - The ability to speak in Mandarin will be an advantage - Computer literate - Minimum 1-2 years of experience in customer service are encouraged **Responsibility**: - Serves as Front Desk...

  • Customer Service Manager

    3 months ago

    Kuala Lumpur, Malaysia Huntsman Full time

    Job Description: Huntsman Global Business Services is now looking for a dynamic individual as a Customer Service Manager. Huntsman Performance Products (HPP) is looking for a Customer Service Manager to join our team in our newly set up Shared Service Office supporting our APAC customers. This individual will lead a Customer Service team and guide the team...

  • Customer Service Assistant

    4 months ago

    Jalan Damansara , Kuala Lumpur Kuala Lumpur Malaysia CardBiz Payment Services Sdn Bhd Full time

    To efficiently handle inbound and outbound customer call inquiries.To provide fast and timely solutions to all customer related problems.To ensure customer satisfaction by providing excellent Customer Services.To be constantly guided by company's service standards.Effectively manage large numbers of incoming callsHandle complaint, provide appropriate...

  • Customer Service Manager

    4 months ago

    Kuala Lumpur, Malaysia JP Associates Full time

    Location: KL Area (Hybrid Working Arrangement) Department: Customer Service Reports to: HQ in Singapore **Job Summary**: We are seeking two experienced Customer Service Managers with a background in contact center and team management, particularly within the insurance industry. You will oversee customer service operations, ensure customer satisfaction,...

  • Manager -customer Service

    3 months ago

    Kuala Lumpur, Malaysia Gratitude Inc. Full time

    **Role**:Manager -Customer Service **Timings**:Flexible (Permanent) **Industry**:BPO **Work Mode**:Work from office **Functional Area**:ITES / BPO / Customer Service **Process**:Voice Key Skills: Communication Customer Relations Customer Service Bahasa english Customer Management BPO Voice Process Communication Skills Customer oriented BPO Skills BPO...