Customer Service - Team Leader (Thai Market) | Based MY

Zeal Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services company in Kuala Lumpur seeks a Customer Service Supervisor to lead a team of representatives. You will be responsible for coaching, training, and resolving escalated customer issues. Ideal candidates should have a degree and at least 3 years of customer service experience, including supervisory roles, with proficiency in English and Thai. Competitive benefits include medical, optical, and life insurance.

Benefits

Medical Benefit

Optical Benefit

Life Insurance

Health & Fitness Subsidy

Long Service Rewards

Work Anniversary Rewards

Qualifications

• Minimum of 3 years of customer service/operations experience, with at least 1 year in a supervisory role.
• Experience in the FX/Finance industry is an advantage.
• Additional knowledge of Indonesian or Hindi is a plus.

Responsibilities

• Lead and supervise customer service representatives.
• Coach and train team members to meet performance goals.
• Handle escalated issues and support team members.

Skills

Team supervision

Customer service experience

Problem-solving

Coaching and training

Multitasking

Fluent in English

Fluent in Thai

Education

Degree in any discipline, preferably in Finance, Economics or business-related fields

Tools

Microsoft Office

Job description

Lead and supervise a team of customer service representatives.

Provide guidance, coaching, and support to ensure the team meets performance goals.

Ensure the team adhere to the manuals, policies, and guidelines.

Provide ongoing coaching and training to enhance the skills of team members.

Facilitate training sessions for new hires and organize skill development programs.

Handle escalated customer issues and complex problem-solving.

Assist team members in resolving challenging customer situations.

Stay informed about industry regulations affecting customer interactions.

Serve as a communication link between the Assistant Manager and the customer service team.

Communicate policies, updates, and changes from upper management to the team.

Act as a point of contact for escalated customer issues that require higher-level intervention.

Coordinate with other departments to ensure timely resolution of complex problems.

Gather and analyze customer feedback received by the team.

Implement strategies to address customer concerns and improve the overall customer experience.

Instil Zeal Core Values into day-to-day operation.

Provide timely feedback to team members and periodic updates to the Assistant Manager.

Perform ad hoc tasks delegated by the Manager or Assistant Manager.

Requirements

Degree holder in any discipline. Majors in Finance, Economics, or business-related fields are preferred.

Minimum of 3 years of experience in Customer Service/Operations with at least 1 year of experience in a supervisory role.

Experience gained in the FX/Finance industry will be an advantage.

Proficient in Microsoft Office (Words, Excel, PowerPoint).

Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.

Fluent in both English and Thai language (verbal & written).

Additional knowledge of Indonesian or Hindi language is an advantage.

Benefits

• Medical Benefit
• Optical Benefit
• Life Insurance
• Health & Fitness Subsidy
• Long Service Rewards
• Work Anniversary Rewards