Customer Service Manager

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

Job summary

A global payments technology leader is seeking a skilled Customer Service Manager in Kuala Lumpur to oversee service delivery and enhance customer satisfaction. The role demands a solid IT background, with at least 3 years of project coordination experience. Ideal candidates will possess strong communication skills, be able to work collaboratively across teams, and have a passion for improving processes. Benefits include flexible healthcare packages and wellness programs, along with opportunities for career advancement.

Benefits

Healthcare Packages

Physical Wellness

Family Wellness

Technology Purchases

Qualifications

• Minimum 3 years of project coordination experience in IT.
• Experience with Managed Services or BPO is preferred.
• High proficiency in English and able to read Chinese.

Responsibilities

• Ensure services are delivered in line with Service Description.
• Handle escalations and queries related to operational issues.
• Monitor and update clients on high-severity incidents.

Skills

Customer Service Management

Process Improvement

IT Service Delivery Management

Communication Skills

Project Coordination

Education

IT degree

Tools

MS Office (Excel, PowerPoint)

Job description

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

We have many hardworking and dedicated peers that would love for you to work with them. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. If you are a highly skilled Customer Service Manager who has a creative mind and passionate about delivering, then get ready to join our company!

Day-to-Day Responsibilities

• You report directly to Head of Service Manager.
• You to ensure that services are delivered in line with Service Description and all Service Level targets are achieved.
• Analysing operational metrics and working with technical delivery teams to identify and respond actively to trends, performance and capacity needs.
• You focus on our customers, their key business issues and how to provide added customer value with consultancy.
• Handling escalation, query phone calls and e-mails from customers regarding operational & technical issues related to hardware, software, and network.
• Work with Senior Customer Service Manager to build an action plan for improving the Customer Satisfaction Surveys if needed.
• Monitor and update customer on the status of high severity incident during problem solving stage. Follow up with post incident reviews and incident report to clients.
• Managing & tracking all aspect of SLA incidents and escalation.
• Working and communicating with Senior Customer Service Manager to ensure the relevant services top off activities are being managed.
• Track and monitor medium to high complexity Change Request end to end.
• Tracking and reporting on key process metrics, to ensure key partners are able to monitor the success of the Service Review Process and make informed, strategic decisions where appropriate.
• Working with other teams and Team Leaders to ensure cohesion within unit and work flow progression.
• To take up the role of project coordinator when required, which includes Project progress update & reporting to team & management; project plans including setting targets for milestones, adhering to deadlines and assisting with the definition of project scope and goals.
• To take up any additional task related to projects.
• Monitoring of efforts (incidents/man-days) consumed toward purchased allotments/allocations.
• Interpersonal skills and ability to oversee changes in a project management manner - a structured workflow, appropriate follow up of tasks, on time delivery and risk management.
• You should be able to perform internal and external correspondence efficiently.

What We Are Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• IT degree graduated with a strong background in IT Service Delivery Management.
• Person with Managed Services or BPO background is appreciated.
• You should be able to work reciprocally with different infrastructure teams to understand IT process, operations task, service desk ticket analyses and capable of applying discernment to plan automations and develop.
• Has experience working with a team of customer service management team.
• Highly skilled in process improvement techniques and reporting.
• Excellent communication skills in English.
• Able to speak & read Chinese (to support Taiwan customers).
• Must have minimum 3 years project coordination experience.
• You are proficient with MS Office software programs, especially MS Excel, MS Power Point.
• Effective in problems solving by rapidly working with all teams to identify their root cause and ensure workarounds or permanent solution are delivered under tight timing constraints.
• Strong written and oral communications with a background of getting one’s message understood clearly by adopting different styles, tools and techniques appropriate to the audience and the nature of the information.

Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also work with inspiring colleagues, be empowered to learn, grow and accelerate your career. Flexi benefits include (Healthcare Packages, Physical Wellness, Family Wellness and Technology Purchases).

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career – wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com