Job Description:
1. Lead, mentor, and manage a team of Customer Care Specialist , ensuring their adherence to company policies and customer service best practices.
2. Conduct regular performance evaluations and provide constructive feedback to team members to ensure continuous improvement.
3. Monitor and ensure that team members meet or exceed performance metrics such as response times, resolution rates, and customer satisfaction scores.
4. Manage staffing levels, shift rotations, and schedules to ensure full coverage for a 24x7 customer service operation.
5. Foster a positive team environment and motivate team members to achieve their goals.
6. Respond to escalated customer inquiries, resolving complex issues related to payment processing, subscription services, and fraud prevention.
7. Lead the team in maintaining a customer-centric approach, ensuring high standards of service and satisfaction.
8. Develop, analyze, and present reports on key performance metrics such as call resolution rates and customer satisfaction scores.
9. Use strong analytical and mathematical skills to evaluate data and identify trends or areas of concern within the team's operations.
10. Work closely with cross-functional teams, including product and operations, to ensure seamless customer service operations and address issues efficiently.
11. Participate in meetings and collaborate with leadership to provide insights and recommendations for improving customer service operations.
12. Utilize advanced Microsoft Excel, Word, PowerPoint, and Outlook skills to prepare detailed reports, presentations, and operational updates.
13. Ensure accurate documentation of customer interactions and resolutions in the company’s CRM system.
14. Lead the team with a risk-based approach, ensuring compliance with payment processing regulations and digital industry standards.
15. Identify potential fraud or security risks and work with the fraud prevention team to mitigate and prevent issues.
Job Requirement:
1. Minimum Diploma, Advanced/Higher/Graduate Diploma, or Bachelor's Degree in any field or equivalent.
2. 4 years of experience in a call center environment, preferably within the e-hailing, e-commerce, financial services, banking, or commercial sectors.
3. At least 2 years of experience managing a team in a customer service setting.
4. Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
5. Strong understanding of e-hailing model.
6. Strong analytical and mathematical skills with attention to detail.
7. Creative and critical problem-solving skills, with the ability to apply a risk-based approach to complex issues.
8. Excellent written and verbal communication skills in English.
9. Proficiency in additional languages such as Malay, Cantonese, or Mandarin is an advantage.
10. Proven ability to lead a team, manage performance, and provide constructive feedback.
11. Ability to work with cross-functional teams to achieve desired results.
12. Self-motivated, positive attitude, and strong customer service ethics.
13. Ability to handle multiple tasks in a fluid, fast-paced environment and prioritize effectively.
14. Passionate about customer satisfaction and leading by example.
15. Willingness to work shifts in a 24x7 operation with rotating off days.
16. Able to respond to customer inquiries in a professional manner, maintaining the company’s reputation for high-quality service.
