Customer Service Lead

2 weeks ago

Kuala Lumpur, Malaysia Asian Technology Solutions Sdn Bhd Full time

**Job Summary**:
We are seeking a highly motivated and experienced Customer Service Lead to manage our customer service operations in the banking sector. This role involves leading a team, improving customer experience, and ensuring service excellence by aligning with regulatory and organizational standards.

**Key Responsibilities**:

- Lead, mentor, and manage a team of customer service officers, ensuring high performance and service quality.
- Oversee day-to-day customer service operations, ensuring smooth execution of processes and adherence to banking standards.
- Develop and implement strategies to improve customer satisfaction, service delivery, and operational efficiency.
- Handle escalated customer issues with professionalism and provide effective resolutions.
- Collaborate with cross-functional teams (operations, compliance, IT, etc.) to enhance customer experience.
- Monitor and analyze key service metrics, preparing regular reports for senior management.
- Ensure compliance with banking policies, procedures, and regulatory requirements (e.g., BNM guidelines).
- Identify training needs and conduct regular coaching sessions for team members.
- Drive digital adoption and encourage customers to use self-service and digital banking platforms.
- Stay updated on banking trends, customer behavior, and best practices to continuously improve service standards.

**Requirements**:

- Bachelor’s degree in Business Administration, Banking & Finance, or related field.
- Minimum **6-8 years of experience in customer service** within the banking or financial services sector, with at least **3 years in a leadership/managerial role**.
- Strong understanding of banking products, services, and regulatory requirements.
- Excellent leadership, interpersonal, and conflict-resolution skills.
- Ability to manage high-pressure situations and deliver quick, effective solutions.
- Proficiency in using CRM systems and digital banking platforms.
- Strong analytical and problem-solving abilities with a customer-centric mindset.

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: RM10,000.00 - RM13,000.00 per month

Schedule:

- Rotational shift

Work Location: In person

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