Supervisor, Customer Service - Operations, MariBank

What you'll do

The Customer Service Team Lead oversees and supports the customer service team to ensure high-quality service delivery. They manage daily operations, provide guidance and training, handle escalated issues, monitor performance metrics, and foster a positive team environment to enhance customer satisfaction and achieve business goals.

• Handle critical and escalated concerns from the agents until they are resolved.
• Provide immediate assistance to CCC Ops agent in handling complex concerns.
• Ensure that agents are engaged and properly trained to perform their day-to-day task.
• Must coordinate closely with support units (Training, CX, WFM) for support related requests to address this concerns.
• Report regularly to Head of Customer Service Operation and perform other functions as deemed necessary by the Senior Management.

Requirements

• At least 3-6 years of work experience in Customer Service preferably in Banking (Digital Banking or Internet Banking) / Finance set up.
• At least 2 -4 years of work experience supervising or managing junior team members.
• Bachelor’s degree in a related field is a plus.
• Must have good time management skills to handle BAU and strategic projects.
• Must be able to handle different hierarchy of stakeholders.