Customer Service Team Lead

• Assist incoming customers throughout the registration process, account opening, checking promotions eligibility, documentation related to account inquiry and complaints related to account.
• Understand customers’ support needs to provide solutions and enlightenment that are most suitable to them while adhering to company policy.
• Follow-up diligently and deliver a remarkable experience to customers. Communicates responses in a clear, professional, and concise manner across all channels or medium within company official channels.
• Familiar and apply the company policy and AML/CFT criteria in assessing customer registrations.
• Identify and communicate feedback from customers with the team for continuous improvement and solutions.
• Constructs professional written reply, notifications and memorandum to customers as required in English and Mandarin.
• Generate reports through CRM and perform data analysis as per required via Microsoft Excel. Capable of using basic formulas are required.
• Training new staff and providing them the training they need to ensure better workflow.
• Compile and Create weekly reports.
• Experiences with Zendesk is an added value.
• Attend incoming inquiries traffic from various platforms.

; JOB REQUIREMENTS:

• At least 3 years of experience in this position within previous jobs.
• Possessed commanding Mandarin and English languages in both written and verbal. Other language(s) are an added advantage.
• Customer-first mindset and keen to help people in solving their problems.
• Attention to detail, committed to work and keen to learn.
• Willing to work in shifts; 9.30AM-6.30PM (GMT+8), or, 6.00PM to 3.00AM (GMT+8) (Work Frome Home). Saturday shifts will be required on demand