Inbound Customer Success Lead

TNG Digital Sdn Bhd; Kuala Lumpur; Ibrido; MYR 100.000 - 145.000; Tempo pieno

Descrizione del lavoro

TNG Digital Sdn Bhd in Kuala Lumpur is seeking an Associate Manager, Customer Success to lead the inbound voice team and drive service excellence. You will coach ~15 agents, monitor performance metrics, and coordinate with RTA/WFM and stakeholders to ensure standards are met.

This role emphasizes governance, customer outcomes, and regulatory compliance. The ideal candidate holds a diploma or degree in business or related field, with 3+ years in a contact centre and at least 1 year in a

Competenze

• Diploma or Bachelor's Degree in Business Administration, Customer Service, Operations, or a related field.
• Minimum 3 years of contact-centre experience, including at least 1 year in a supervisory, acting-lead, or coaching role.
• Demonstrated experience managing inbound service performance, people matters, and customer escalations.
• Strong understanding of service level, answer rate, abandonment, AHT, adherence, occupancy, quality, and CSAT.
• Ability to coach employees objectively, manage underperformance, and build a high-accountability service culture.
• Strong problem-solving and decision-making skills during high-volume or time-sensitive situations.
• Good spoken and written Bahasa Malaysia and English, with clear stakeholder communication skills.
• Proficiency in Microsoft, operational reporting tools, and contact-centre systems.
• Knowledge of fraud, dispute, complaint, compliance, and business-continuity processes is an advantage.
• Experience in e-wallet, payments, card, banking, merchant, or regulated customer-service operations is preferred.

Mansioni

• Lead, coach, and manage a team of approximately 15 Contact Centre Inbound Agents.
• Monitor service level, answer rate, abandonment, queue conditions, and agent availability throughout the shift.
• Work closely with RTA/WFM to address intraday staffing gaps, adherence exceptions, and unexpected volume changes.
• Conduct daily briefings, one-to-one coaching, performance reviews, and structured improvement plans.
• Own first-level operational escalations and ensure complex customer and complaint cases are routed appropriately.
• Review quality findings, DSAT cases and operational errors; identify root causes and complete corrective actions.
• Ensure compliance with customer verification, data protection, security, regulatory, and standard operating procedures.
• Manage attendance, leave, roster exceptions, shift handovers, and operational coverage for the assigned team.
• Produce timely performance updates and collaborate with Quality, WFM/RTA, Training, Process, and product stakeholders to improve outcomes.

Conoscenze

People management

Coaching

Customer service

Stakeholder communication

Problem solving

Bilingual - BM/English

Reporting tools

Formazione

Diploma or Bachelor's Degree in Business Administration, Customer Service, Operations, or related field

Strumenti

Contact-centre systems

MS Excel

Operational reporting tools

Descrizione del lavoro

TNG Digital Sdn Bhd in Kuala Lumpur is seeking an Associate Manager, Customer Success to lead the inbound voice team and drive service excellence. You will coach ~15 agents, monitor performance metrics, and coordinate with RTA/WFM and stakeholders to ensure standards are met.

This role emphasizes governance, customer outcomes, and regulatory compliance. The ideal candidate holds a diploma or degree in business or related field, with 3+ years in a contact centre and at least 1 year in a