Customer Service Lead

3 days ago

Kuala Lumpur, Malaysia You Technologies Group Full time

**We are**

Our culture is entrepreneurial, open & inclusive, and teamwork-oriented. We are looking for talents with the aspiration to thrive in a rapidly growing business in the exciting FinTech space

**You will**:

- You will set up/update and maintain Knowledge Base platforms as well as internal and external FAQ to ensure customer queries are correctly addressed.
- You will identify issues/opportunities for improvement, highlight follow-up and participate in/verify deployment of fixes/enhancements.
- You will supervise a team of customer service specialists, handling a variety of functions including, but not limited to performing duty supervisor calls and KPI management both in-house and remote teams
- You will manage surge in customer contacts during service non-availability, including unscheduled maintenance, and promptly escalate for service recovery and customer notifications.
- You will provide guidance to team members on handling of customer feedback, especially for challenging customers
- You will review, investigate and resolve account-related disputes.
- You will support projects, system enhancements and process implementation.
- You will be required to work shift hours, including weekends, PH and night shift.

**You are**:

- **Self-Driven Attitude -** **You are self-starter and able to work in a fast-paced environment with tight deadlines.
- **Independent Worker & Team Player -** **You are able to work independently, or with a team, demonstrating strong interpersonal, leadership and organizational skills. You are also able to promote a culture of collaboration and teamwork across organization to optimize overall business growth
- **Natural Communicator -** **You have strong interpersonal and communication skills with all levels of the organization from team members to executives

**What can you expect from us?**
- A free hand to innovate and continuously develop new processes
- Be part of the growth team of the Malaysia business
- Access to a deep bench of technical and business experts to work with
- Working with an entrepreneurial team spanning Singapore and Thailand

**To apply

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