Assistant Manager, Premier Customer Service

Public Mutual Berhad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Public Mutual Berhad in Kuala Lumpur is seeking an experienced Customer Service Manager to oversee daily operations for high net worth customers and uphold the group's service standards.

You will ensure prompt resolution of escalated enquiries and complaints, maintain service quality for all unit holders within the required turnaround times, and analyse daily and monthly reports to drive service improvements. Collaboration with other departments to enhance systems is expected.

Qualifications

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

Responsibilities

• Oversee daily operations in handling high net worth customers and uphold service standards.
• Ensure prompt resolution of escalated enquiries and complaints.
• Maintain service quality for all unit holders within the specified turnaround time.
• Analyse daily and monthly reports to improve service standards.
• Liaise with relevant departments to enhance systems.

Skills

Communication

Team management

Problem solving

Education

Degree in related field

Job description

• 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.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.

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.