Customer Service Supervisor (Monee)

Monee; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Monee in Kuala Lumpur seeks a proactive Customer Service Team Lead to guide and develop a team of agents, ensuring targets are met and customer experiences are outstanding. You will run regular team meetings, oversee daily operations, and resolve inquiries and escalations efficiently.

Collaborate with other departments to address complex issues, establish and monitor KPIs, and drive process improvements. You will report to senior management on performance and key metrics, shaping a responsive

Qualifications

• Bachelor's degree in Business Administration, Customer Service, or related field.
• Experience supervising customer service teams, preferably in fintech or e-wallet.
• Excellent communication and interpersonal skills.
• Ability to thrive in fast-paced, high-volume environment.

Responsibilities

• Lead, mentor, and motivate a team of customer service agents to meet targets and deliver excellent experiences.
• Hold regular team meetings to share updates, challenges, and best practices.
• Oversee daily operations and ensure timely, accurate handling of inquiries and escalations.
• Collaborate with other departments to resolve complex customer concerns and improve satisfaction.
• Define and monitor KPIs, review performance, and implement improvement plans.
• Identify process improvements in the customer service workflow to boost efficiency.
• Work with Ops Excellence to streamline processes for a more responsive service.
• Provide updates to senior management on team performance and metrics.

Skills

Team leadership

Communication

Problem solving

Multilingual (English & Malay)

Education

Bachelor's degree in Business Administration, Customer Service, or related field

Job description

• Lead, mentor, and motivate a team of customer service agents to achieve performance targets and deliver exceptional customer experiences.
• Conduct regular team meetings to communicate updates, discuss challenges, and share best practices.
• Oversee and monitor daily operations of the customer service team, ensuring timely and accurate resolution of customer inquiries, issues, and escalations.
• Collaborate with other departments to address complex customer concerns and implement solutions to improve overall customer satisfaction.
• Establish and track key performance indicators (KPIs) for the team, regularly reviewing performance against set targets and implement performance improvement plans as needed.
• Identify areas for process improvement within the customer service workflow to enhance efficiency and customer satisfaction.
• Work closely with lead and the Ops Excellence teams to implement and streamline processes that contribute to a more effective and responsive customer service function.
• Provide regular updates to senior management on the team's performance and key metrics.
  

Job Description

• Lead, mentor, and motivate a team of customer service agents to achieve performance targets and deliver exceptional customer experiences.
• Conduct regular team meetings to communicate updates, discuss challenges, and share best practices.
• Oversee and monitor daily operations of the customer service team, ensuring timely and accurate resolution of customer inquiries, issues, and escalations.
• Collaborate with other departments to address complex customer concerns and implement solutions to improve overall customer satisfaction.
• Establish and track key performance indicators (KPIs) for the team, regularly reviewing performance against set targets and implement performance improvement plans as needed.
• Identify areas for process improvement within the customer service workflow to enhance efficiency and customer satisfaction.
• Work closely with lead and the Ops Excellence teams to implement and streamline processes that contribute to a more effective and responsive customer service function.
• Provide regular updates to senior management on the team's performance and key metrics.
  

Requirements

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Proven experience in a supervisory or team lead role in customer service, preferably in the eWallet or financial technology industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to thrive in a fast-paced and dynamic environment.
• Proficiency in English and Malay languages.
• Enjoy working efficiently and independently in a fast-paced, high-volume environment.