Customer Service Manager

RHB Bank; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading financial institution in Kuala Lumpur is looking for a Customer Service Team Manager. The role involves supervising daily operations, resolving customer inquiries efficiently, and guiding the team to meet performance targets. The ideal candidate will ensure compliance with service standards while providing coaching and feedback to team members. This position offers opportunities for process improvement and team performance enhancement.

Responsibilities

• Supervise and manage the day-to-day operations of the customer service team.
• Ensure timely resolution of customer inquiries via various channels.
• Prepare and present reports on key service indicators.

Job description

Responsibilities

• Supervise and manage the day-to-day operations of the customer service team, ensuring efficient handling of inquiries via phone, email, chat and walk-in in a polite and professional manner.
• Follow through on all open cases, ensuring timely resolution and regular updates to customers on progress by adhering to stipulated timelines and relevant guidelines.
• Prepare and present reports on key service indicators and team member performance.
• Ensure feedback provided to the team members on their performance is accurate, complete and timely.
• Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization's guidelines and policies.
• Oversee the timely and effective resolution of complaints from all sources, adhering to stipulated timelines and relevant guidelines.
• Prompt and accurate in completing all related administrative activities, in accordance with relevant service and regulatory standards.
• Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.