Assistant Manager-Customer Service

Job Scopes

1. Client Support (Complex Cases)

·       Handle escalations related to credit reports, risk scores, or business intelligence data

·       Investigate discrepancies (e.g., incorrect company info, credit ratings)

·       Provide detailed explanations to clients

2. Risk & Data Interpretation

·       Understand how risk scores, credit ratings, and financial data work

·       Explain reports in a clear, non-technical way

·       Liaise with internal research analysts or data teams when deeper investigation is needed

3. Account Management Support

·       Support key or high-value clients

·       Ensure service-level agreements (SLAs) are met

4. Complaint & Escalation Handling

·       Manage sensitive complaints (e.g., disputes affecting business credibility)

·       De-escalate situations professionally

·       Ensure compliance with regulatory requirements

5. Process Improvement

·       Identify recurring issues and suggest improvements

·       Help refine workflows or templates

6. Mentorship / Leadership

·       Guide junior customer service staff

·       Review responses, provide coaching

7. Internal Coordination

·       Work with:

i.     Data analysts / research teams

ii.     Compliance or legal teams

iii.     Sales / account managers

iv.     Finance team

·       Ensure customer feedback is communicated internally

8. Operations

·       Manage customer for account registration, renewal, top up, extension and closure

·       Assist customer to place report order

·       Process customers’ report orders

·       Send report to customer within SLA

·       Performing UAT for new platform implementation when is required

·       Check and verify GCTRS monthly purchase report from finance department

·       Send email notification to sister office or customers when is required

9. Reporting

·       Prepare weekly and monthly usage report to sales manager

·       Prepare SOA monthly to all account of customers

·       Prepare quarterly internal audit report to compliance officer

·       Prepare monthly usage report to Finance team

Qualifications

·       Bachelor's degree or equivalent experience in a related field.

·       Minimum of 6 years of experience in a customer service or support role.

·       Proven track record of handling escalated customer issues successfully.

·       Strong leadership and mentoring abilities.

·       Exceptional verbal and written communication skills.