Assistant Manager, Premier Customer Service

gradmalaysia.com; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A financial services provider in Kuala Lumpur seeks an experienced Customer Service Manager to oversee operations and enhance service quality for high net worth customers. The ideal candidate will have 6-8 years of customer service experience in the financial sector, with at least 3 years in team management. Responsibilities include resolving complaints, analyzing service standards, and coordinating customer engagement activities. The role requires strong problem-solving and communication skills.

Qualifications

• 6-8 years of experience in customer service in the financial services industry.
• Minimum 3 years of experience in team management.
• Excellent problem-solving and communication skills.

Responsibilities

• Oversee daily operations for high net worth customers.
• Ensure resolution of escalated enquiries and complaints.
• Analyze reports to improve service standards.

Skills

Problem solving

Customer service

Communication

Education

Degree in related fields

Job description

Responsibilities

• To oversee daily operations in handling of high net worth customers and uphold the overall customer service standard and customer experience.
• To ensure prompt resolution of escalated enquiries/ complaints.
• To maintain and upkeep the service quality provided to all unit holders with adherence to the specified turnaround time.
• To analyse daily and monthly reports to improve the service standards.
• To liaise with relevant departments in the enhancement of systems.
• To coordinate seminars, projects, and members’ engagement activities, etc.

Job Requirements

• Degree in any related fields.
• At least 6 - 8 years of working experience in customer service preferably in the financial services industry.
• Minimum 3 years of experience in managing a team.
• Possess good problem solving skills.
• Excellent communication and service-oriented.