Customer Service Team Lead

This job is for a Customer Service Team Lead who will assist customers, follow-up diligently, and provide solutions while adhering to company policy. You might like this job because it involves training new staff and compiling weekly reports. Experience with Zendesk is an added value.

RM 4500 - RM 6000

Full-Time

Job Description

• 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 & 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

Skills

JIRA

Microsoft Excel

Company Benefits

Monthly Public Transport Allowance

Flexible Work Arrangement

Flexi work arrangement to improve work-life balance

Annual Performance Bonus

Annual review with performance bonus

Medical Claim Benefit

Medical claim benefit up to RM140 per month