CSE Team Lead (IPBS)

MY Support · Southeast Asia, Southeast Asia
Department MY Support
Employment Type Full-Time
Minimum Experience Manager/Supervisor

To manage customer handling issues for their respective region and to be a senior expert for the respective team


Responsibilities

Customer Service

  • Monitor all customer handling tasks (SalesForce, JIRA) to ensure the procedures, processes and timelines are followed and adhered to
  • To guide team members in seeking solutions, with regards to client's issue and to handle client's request to speak with supervisor
  • To manage document verification: to reset or approve verification when necessary
  • To handle complaining clients when necessary (non-trading complaints): to investigate complaints and communicate with clients to resolve issues
  • To manage fraud cases: to lead investigation, provide report, classify each fraud case and to be responsible for fraud case resolution
  • To handle tasks such as: bonus restoration / cancellation , termination, BIT, Sales Retention Investigation, Risk Management Tasks, etc - as per Support job allocation and respective manuals
  • To assist Localisation Department with translation checking
  • Assist with chats, emails, calls during high volume hours
  • To perform full duties of Shift Leader on weekends and when it is required 


Team Management

  • To supervise and guide respective Team in order for the Team Members to provide excellent Customer Support
  • To assist with new hire interviewing when necessary
  • To assist with new hire orientation when necessary
  • Conduct Support Mentoring Program with new team hires
  • To work alongside respective team to ensure Quarterly set KPIs are met by all team members


Requirements

  • Minimum 2 years working experience in Customer Service
  • Good communication skills in English and Native (where applicable)
  • Good Technical knowledge
  • Leadership skills
  • Being a problem solver for teammates
  • Self-motivated and highly reliable


Thank You

Your application was submitted successfully.

  • Location
    Southeast Asia, Southeast Asia
  • Department
    MY Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Manager/Supervisor