Customer Service, Assistant Manager

About the role

We are looking for a Customer Service Assistant Manager to oversee daily customer service operations, drive service quality and support continuous improvement across customer touchpoints. The role will lead and coach the customer service team while working closely with internal stakeholders to improve processes, systems and the overall customer experience.

Key responsibilities

• Lead, coach and support the customer service team to achieve service quality and performance targets.
• Monitor customer interactions across multiple channels and provide feedback to improve service delivery.
• Ensure enquiries, complaints and customer issues are handled accurately and within agreed service standards.
• Act as an escalation point for complex or sensitive customer cases.
• Support the enhancement of customer service systems including CRM, live chat and ticketing platforms.
• Gather system requirements, review workflows and coordinate UAT for system enhancements and fixes.
• Analyse recurring customer issues and identify root causes and improvement opportunities.
• Review and enhance customer service processes, SOPs and service standards.
• Monitor key service metrics such as CSAT, FCR, response time and resolution time.
• Work with multiple stakeholders to drive operational improvements and customer experience initiatives.

About you

• Bachelor's degree in any discipline.
• Minimum 5 years of customer service experience within banking or financial services.
• Strong verbal and written communication skills in English; proficiency in Mandarin is an added advantage.
• Experience in setting up, improving or scaling customer service infrastructure, systems or SOPs.
• Experience managing multiple stakeholders in a fast-paced operational environment.
• Strong analytical, problem-solving and process improvement skills.
• Ability to translate operational challenges into practical, data-driven solutions.
• Strong leadership, communication and stakeholder management skills.

Key Skills

Customer Service | Banking | Financial Services | Team Leadership | CRM | Customer Experience | Process Improvement | UAT | SOP | CSAT | FCR