Manager - Customer Support & Training (Credit Management Group)

t Service (M) Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading consumer financing provider in Kuala Lumpur seeks a Customer Support Manager to oversee operations and ensure high standards of service. The ideal candidate will have over 8 years of experience in customer service and training, strong leadership and communication skills, and a background in banking operations. Join us to shape a rewarding career path.

Qualifications

• Minimum 8 years of working experience in customer service, training, and collections.
• Knowledge of credit management or banking operations is preferred.
• Proficient in MS Office applications.

Responsibilities

• Manage unit/section activities and supervise day-to-day operations.
• Ensure resolution of customer complaints within stipulated timeframe.
• Evaluate training effectiveness and propose improvements.

Skills

Leadership abilities

Communication skills

Problem-solving skills

Planning and execution

Negotiation skills

Education

Diploma or Degree in relevant fields

Job description

Overview

To develop operation/training planning, provide strategy planning for improvement, ensure good customer service, and maintain stability of manpower management. To provide guidance to staff in achieving customer satisfaction and professional customer support. To develop and arrange a systematic training program on an annual basis, with comprehensive learning materials such as training modules, e-learning, questionnaires, etc. To assist the Head of Department on operation-related matters. To ensure all staff adhere to operation procedures, processes, guidelines, and regulatory requirements.

Job Description:

To ensure staff adherence to company internal policies and guidelines as well as BNM and regulatory requirements. To manage unit/section activities and supervise day-to-day operations, including inbound calling performance, customer complaint handling, and training progress. To assess staff calling and operation knowledge, provide coaching or training to all staff under Credit Management Group, and recommend staff skill development. To increase customer service standards, ensure resolution of customer complaints and training issues within the stipulated timeframe. To evaluate the effectiveness of training conducted and propose countermeasures for the training program. To coordinate with HR for career fair interview arrangements to fit CMG needs. To support other Section Heads on operation-related matters to ensure smooth operations, if required. To undertake any management direction and participate in projects or tasks assigned by Management.

Job Requirement:

Diploma or Degree holder or professional qualification in relevant disciplines. Minimum 8 years of working experience in customer service, training and collection in general or related field. Relevant exposures and knowledge of credit management or operations of banking/financial institutions is preferred. Good PC skills and proficiency in MS Office applications. Good negotiation, communication and writing skills in both English and Bahasa Malaysia. Possess strong leadership abilities, be proactive, analytical, attentive, persuasive and possess problem-solving skills. Excellent planning and execution, time management and ability to make decisions in critical situations. Knowledge of collection, Malaysia Law, Bank Negara collection-related guidelines and banking/financial institution operations. Detail-oriented with excellent organization and multitasking skills. Knowledgeable in Project Management, especially related to digitalization, is an added advantage.

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

• What’s your expected monthly basic salary?
• How many years' experience do you have as a Customer Support Manager?
• How much notice are you required to give your current employer?
• How many years' experience do you have as a Customer Relationship Management Lead?
• How many years' experience do you have as a Training Lead?

AEON Credit Service (M) Berhad is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. We established a strong presence in Malaysia since 1996 with a wide range of consumer financial services. Our portfolio currently includes credit card, personal financing and easy payment schemes which help enrich the livelihood of many Malaysians.

We offer an exciting and dynamic workplace for all employees. As part of our expansion plan, we are on the lookout for talented individuals who strive for excellence. If you are a visionary go-getter, come join us today. Together, we can shape a promising and satisfying career path.

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