Customer Service Team Lead - Operations & KPI Champion

Monee

Kuala Lumpur

On-site

MYR 67,000 - 112,000

Full time

2 days ago

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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.