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

Zeal Group

Full-time

On-site

Kuala Lumpur Federal Territory of Kuala Lumpur Malaysia

• 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.

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