Team Lead, Customer Service Operations

Job Responsibilities:

• Plan, supervise and review Customer Service subordinates to ensure customer requests received via WhatsApp, inbound calls, email, messages and other communication channels are attended to on the same day
• Maintain and update customer account payment records accurately in the system
• Monitor and track payment updates to ensure customer accounts are kept up to date
• Investigate and resolve unapplied or unidentified payments in a timely manner
• Investigate and resolve payment discrepancies and other related issues to facilitate payment processing
• Handle customer enquiries with professionalism and care, ensuring issues are resolved promptly
• Communicate effectively with customers through various channels, including email, phone, WhatsApp and Live Chat
• Manage customer refund requests and ensure proper documentation is maintained
• Manage and coordinate customer insurance claim-related matters
• Prepare collection-related letters, notices and statements as required
• Support internal and external audit activities by providing relevant information and documentation.
• Continuously improve customer service processes to enhance efficiency and accuracy
• Perform any other ad-hoc duties and responsibilities as assigned by superior or Management

Job Requirements:

• Diploma or Degree in any discipline
• Minimum 5 years of working experience in Customer Service or related field
• Minimum 1 year of experience in leading or supervising a team
• Experience in financial services, fintech, banking, hire purchase or related industries will be an added advantage
• Strong communication, interpersonal and problem-solving skills
• Proficient in Microsoft Office applications
• Able to work independently with minimal supervision and in a fast-paced environment
• Possess strong attention to detail and a customer-centric mindset