Assistant Manager / Manager, Contact Centre (Cantonese Speaking)

AIA Shared Services; Sepang; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading financial service provider is seeking a Customer Service Manager to oversee their customer service operations in Malaysia. The ideal candidate will have 5 to 10 years of experience, leading a team in a call center or customer care environment. Fluency in English and Chinese (both Mandarin and Cantonese) is essential to support the Hong Kong region. Responsibilities include streamlining processes, managing performance standards, and ensuring exceptional customer service delivery in a dynamic environment.

Qualifications

• 5-10 years of experience in customer service in call center environment, healthcare, or insurance.
• Experience in leading a team as a People Manager.
• Proficient in conversational Mandarin and Cantonese.

Responsibilities

• Identify and implement opportunities to streamline processes to enhance efficiency.
• Oversee communication channels to meet performance targets.
• Conduct quarterly team performance meetings.
• Manage headcount distribution effectively.
• Handle customer complaints and prepare reports timely.

Skills

Fluent in spoken English & Chinese

Customer service orientation

Problem-solving skills

Attention to detail

Intermediate Microsoft Office skills

Education

Customer service certifications (LOMA or similar)

Job description

Drive Process Streamlining: Identify and implement opportunities to streamline processes to enhance efficiency and effectiveness.

Channel Management: Oversee all communication channels (hotline, live chat, and email) to ensure they meet performance targets and service standards.

Quarterly Updates: Conduct quarterly meetings to update team members on performance, changes, and other relevant information.

Headcount Management: Continuously review and manage the actual vs. budgeted headcount to ensure optimal workforce distribution.

Process Migration: Ensure the smooth and timely integration of any additional processes into the Business-As-Usual (BAU) environment.

Complaint Resolution: Handle and resolve customer complaints promptly and prepare management reports within the given deadlines.

Daily Escalations: Address and resolve empowerment cases and escalations on a daily basis.

Strategic Leadership

Strategy Development: Develop, review, and report on the department’s strategy, ensuring it aligns with the company’s overall strategic objectives.

Performance Standards: Ensure that operating objectives and performance standards are consistently met within a manageable environment.

External Stakeholder

Management Team of AIA Hong Kong: Communicate and collaborate with the management team of AIA Hong Kong.

Functional Heads in AIA Hong Kong: Work with functional heads in AIA Hong Kong to align on strategic and operational goals.

Functional Working Groups: Participate in functional working groups in AIA Hong Kong to drive initiatives and improvements.

Migration Project Managers: Coordinate with migration project managers to ensure successful project execution.

Job Requirements:

Minimum 5 to 10 years of experience in customer service in call centre environment / healthcare / insurance industries.

Experience in leading a team (People Manager).

Fluent in spoken English & Chinese. Candidate with proficiency to converse in Mandarin and Cantonese is a must to support HK region.

Certifications / licenses – LOMA / other customer service certified would be an added advantage.

Experience in Group Insurance is an added advantage.

Strong customer service orientation, with good communication and problem-solving skills with strong attention to detail.

High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.

Self-motivated and proficient in Microsoft Office.

Able to adapt desk-bound working environment, working shift including weekend on rotation basis & able to work overtime beyond normal office hour (including weekend & public holiday).

The role is required to follow Hong Kong working calendar.

Willing to work in Cyberjaya and Putrajaya.