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Customer Service Team Leader for Global Operations

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Zeal Holdings Limited Full time
Customer Service Team Leader for Global Operations

About Zeal Holdings Limited

We are a leading FinTech organisation offering innovative products and services. Our global presence spans across Europe, Asia, Africa, the Middle East, and South America, with technology hubs in Cyprus and Kuala Lumpur, Malaysia.

The Role:

Our Customer Service department is the backbone of our operations, providing exceptional support to clients. We seek an experienced Customer Service Team Leader to lead our team and bridge gaps between customers and our products, ensuring a seamless experience through continuous improvement.

Duties and Responsibilities:

  • Lead and supervise a team of customer service representatives.
  • Provide guidance, coaching, and support to ensure the team meets performance goals.
  • Maintain adherence to company manuals, policies, and guidelines.
  • Develop skills of team members through ongoing coaching and training.
  • Facilitate training sessions for new hires and organise skill development programs.
  • Handle escalated customer issues and complex problem-solving.
  • Support team members in resolving challenging customer situations.
  • Stay updated on industry regulations affecting customer interactions.
  • Serve as a communication link between the Assistant Manager and the customer service team.
  • Communicate updates and changes from upper management to the team.
  • Act as a point of contact for escalated customer issues requiring higher-level intervention.
  • Collaborate with other departments for timely resolution of complex problems.
  • Analyse customer feedback received by the team.
  • Implement strategies to address customer concerns and improve the overall client experience.

Requirements:

To succeed in this role:

  • You must possess at least a Diploma/Degree.
  • Minimum 3 years of experience in Customer Service/Operations, including at least 1 year in a supervisory position.
  • Experience in FX/Finance will be beneficial.
  • Proficient in Microsoft Office (Word, Excel, PowerPoint).
  • Able to multitask, determine priorities, and meet deadlines in a fast-paced business environment.
  • Fluency in English and Mandarin is essential.
  • Willingness to work shifts.

Benefits:

Rewards for your commitment:

  • Medical Benefit.
  • Optical Benefit.
  • Life Insurance.
  • Meal Allowance.
  • Travel Allowance.
  • Health & Fitness Subsidy.
  • Staff Referral Bonus Program.
  • Long Service Rewards.
  • Work Anniversary Rewards.
  • Employment Pass and Visa Sponsorship.
  • Relocation Benefits.

Interview Process:

We follow a structured interview process:

  • Pre-Call session with our Talent Acquisition team.
  • 1st Interview with our Hiring Manager.
  • Final Interview with our Head of CS.

Seniority level: Mid-Senior level.

Employment type: Full-time.

Job function: Customer Service.

Industries: Non-profit and Education.