Customer Service Lead

About EPOS

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), EPOS is a leading Point-of-Sale (POS) digital solutions provider.

Supporting Ant International's mission to empower SMEs, EPOS serves as the central hub of its global merchant payment services provider, Antom, delivering integrated O2O digital, payment, and banking solutions to SMEs worldwide—empowering Every Point Of Success in their business growth.

With a growing presence across Southeast Asia, we’re looking for passionate individuals to join our diverse and driven teams. Be part of our journey as we expand to create meaningful, impactful changes for businesses around the world.

About the Role

We are seeking a hands-on and people-oriented Assistant Manager, Customer Service to support the Operations and Customer Service Head in overseeing daily operations, administrative matters, and service excellence initiatives. This role is responsible for managing the customer service training team while remaining closely involved in frontline operations.

The ideal candidate has strong ground-level customer service experience, proven people management skills, and practical exposure to POS systems in an operational environment.

Key Responsibilities

Operations & Department Support

• Support the Operations and Customer Service Head in day-to-day departmental coordination, planning, and administrative matters.
• Assist in implementing and reviewing customer service policies, procedures, and SOPs to ensure consistent service standards.
• Monitor operational performance and identify service gaps or improvement opportunities.
• Prepare reports, presentations, and operational documentation for management review.

Team & People Management

• Manage, coach, and supervise a team of Customer Service Trainers to ensure effective onboarding and continuous development.
• Conduct regular team check-ins, performance reviews, and coaching sessions.
• Support manpower planning, scheduling, and deployment in collaboration with the department head.
• Foster a positive, accountable, and service-oriented team culture.

Training & Service Excellence

• Oversee the planning and execution of customer service training programmes, including POS-related training.
• Ensure training materials remain relevant and aligned with operational and system updates.
• Observe frontline service delivery and provide on-the-ground coaching or corrective guidance.
• Support initiatives to improve customer satisfaction, service recovery, and overall service quality.

Experience & Background

• Minimum 3–5 years of customer service experience, with hands-on frontline exposure.
• Proven experience in a supervisory or people management role.
• Prior experience working with POS systems in a customer service or operations environment.

Skills & Competencies

• Strong people management, coaching, and leadership skills.
• Solid understanding of customer service operations and training frameworks.
• Ability to balance operational, administrative, and people management responsibilities.
• Good communication and stakeholder management skills.
• Organised, detail-oriented, and able to manage multiple priorities.