Senior FX Customer Service Team Lead
3 weeks ago
About the Role
SummitNext Technologies Sdn Bhd is seeking an experienced Senior FX Customer Service Team Lead to join its dynamic team in the Forex and CFDs industry. As a key member of our customer service leadership team, you will be responsible for leading, managing, and inspiring our customer service team to deliver exceptional service and exceed client expectations.
Responsibilities:
- Lead and manage the customer service team to achieve high performance and meet customer satisfaction targets.
- Develop and implement training programs to enhance team knowledge of Forex, CFDs, and customer service best practices.
- Serve as the primary escalation point for complex customer inquiries and complaints, ensuring timely and effective resolution.
- Maintain compliance with industry regulations and company policies during all customer interactions.
- Collaborate with cross-functional departments (sales, compliance, IT) to address client needs and improve customer experience.
- Analyze customer feedback and provide actionable insights to improve processes and services.
Requirements:
- Minimum of 2 years of leadership experience in customer service, specifically within the Forex and CFDs industry.
- Proficiency in Mandarin (spoken, written, and reading) is mandatory to effectively handle Chinese-speaking customers.
- Strong knowledge of Forex and CFDs products, platforms, and trading processes.
- Proven ability to manage and motivate teams to achieve high performance.
- Excellent problem-solving and decision-making skills with a client-centric approach.
- Familiarity with customer service software, CRM systems, and trading platforms.
What We Offer:
- A competitive salary of RM120,000 - RM180,000 per annum, depending on experience.
- A comprehensive benefits package, including medical insurance, retirement plan, and paid time off.
- Opportunities for career growth and professional development in a dynamic and innovative company.
How to Apply:
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