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

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

31 Dec, 25

Salary

0.0

Posted On

02 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Coaching, Training, Problem Solving, Communication, Microsoft Office, Multi-tasking, Performance Management, Customer Feedback Analysis, Industry Regulations, Escalation Management, Skill Development, Policy Adherence, Customer Interaction, Team Support

Industry

Financial Services

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. • Instils Zeal Core Values into day-to-day operation. • Timely feedback to team members and periodic updates to the Assistant Manager • Ad hoc task delegated by the Manager or Assistant Manager • Degree holder in any discipline. Major in Finance, Economics or business related are preferred. • Minimum of 3 years of experience in Customers Service/ Operations with at least 1 year of experience in supervisory role • Experience gained in 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 Indonesia, or Hindi language is an advantage. Medical Benefit Optical Benefit Life Insurance Health & Fitness Subsidy Long Service Rewards Work Anniversary Rewards

Responsibilities

Lead and supervise a team of customer service representatives while ensuring they meet performance goals. Handle escalated customer issues and facilitate training sessions for new hires.