Senior Customer Service officer (location: Kuala Lumpur, Malaysia)
Immediate available
Responsibilities:
- Customer Support Management: responsible for answering customer questions and inquiries through various channels (phone, email, chat)
- Channel Optimization: Develop and implement strategies to improve customer engagement and response times across all communication channels.
- Payment Services Expertise: Utilize knowledge of payment services to provide accurate information and support to customers, ensuring a high level of service.
- Issue Resolution: Handle escalated inquiries and complex issues, ensuring swift and satisfactory resolutions while maintaining customer satisfaction.
- Performance Monitoring: Track and analyze customer service metrics to identify trends, areas for improvement, and to report on team performance.
- Collaboration: Work closely with other departments, including operations, compliance, and IT, to address customer needs and improve service delivery.
- Feedback Implementation: Gather customer feedback to enhance service offerings and operational processes.
Requirements:
- Bachelor’s degree in finance, accounting, compliance, or a related field.
- 3-5 years of experience in in customer service, preferably in the fintech or payments industry.
- Excellent communication skills with a strong customer-centric approach.
- Proficient in handling multiple communication channels and CRM tools.
- Proven ability to manage a team and foster a collaborative work environment.
- Excellent attention to detail and organizational skills.
- Effective communication and interpersonal skills for cross-functional collaboration.
- Adaptable and able to thrive in a fast-paced, ever-changing environment.
- Immediate available would be highly preferred
- Language skill : English and Mandarin is a must
