Customer Experience & Operations Leader

UQPAY SDN. BHD.; Johor Bahru; On-site; MYR 39,000 - 58,000; Full time

Job summary

UQPAY Group in Malaysia is seeking a Customer Service Leader to manage the CS team, coordinate shifts, monitor performance, and drive service quality. The role will start with customer service management and may expand into broader operations as product knowledge grows.

Responsibilities include escalations handling, SLA tracking, coaching, QA of conversations, and cross‑functional collaboration with Operations, Product, Risk, and IT to resolve issues and improve processes.

Qualifications

• 2–3 years of relevant experience in customer service or operations.
• Experience leading or coordinating a team is preferred.
• Experience with common CS tools (Intercom/Zendesk/Freshdesk/Salesforce).
• Willingness to learn Banking/RAMP related processes.

Responsibilities

• Coordinate daily activities, shift coverage, workload, and priorities of the CS team.
• Monitor enquiries and cases for timely, accurate responses.
• Track KPIs: response time, resolution time, SLA, overdue cases, satisfaction.
• Coach and train team on products, processes, and service quality.
• Conduct quality reviews of conversations and case handling.
• Support performance reviews and coaching actions.
• Ensure coverage during weekends/holidays/peaks.

Skills

Team leadership

Coaching

Customer service

Tools

Intercom

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

UQPAY Group in Malaysia is seeking a Customer Service Leader to manage the CS team, coordinate shifts, monitor performance, and drive service quality. The role will start with customer service management and may expand into broader operations as product knowledge grows.

Responsibilities include escalations handling, SLA tracking, coaching, QA of conversations, and cross‑functional collaboration with Operations, Product, Risk, and IT to resolve issues and improve processes.