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Customer Service Team Leader

1 month ago

Kuala Lumpur, Malaysia Agensi Pekerjaan Adnexio Sdn Bhd Full time

**Key Responsibilities**
- Lead, mentor, and motivate a team of customer service representatives to achieve
- performance goals and provide outstanding customer support
- Monitor team performance, provide regular feedback, and conduct performance evaluations. Identify areas for improvement and implement training programs as needed
- Handle escalated customer inquiries and issues, ensuring prompt and effective resolution. Maintain a high level of customer satisfaction by addressing concerns and providing accurate information
- Conduct training sessions for new hires and ongoing training for existing staff. Keep the team informed about product updates, industry trends, and best practices company policies and standards
- Ensure all customer interactions are handled professionally and in accordance with company policies and standards. Conduct regular quality assurance checks and provide feedback to team members
- Prepare and present regular reports on team performance, customer feedback, and service levels to senior management. Identify trends and recommend solutions for

improvement

**Requirements**:

- Bachelor's Degree in Business, Finance, or a related field
- Mandarin speakers are preferred
- Minimum of 3 years of experience in customer service, with experience in a leadership role, preferably within the fintech industry
- Strong understanding of fintech products and services are added advantage
- Excellent leadership, communication, and interpersonal skills
- Proven ability to manage and motivate a team to achieve performance goals
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Strong organizational skills and attention to detail

Pay: RM5,000.00 - RM6,000.00 per month

**Experience**:

- Customer Service: 3 years (preferred)
- Fintech: 3 years (preferred)

**Language**:

- Mandarin (preferred)