Customer Service Team Lead

Client - KAF Digital Bank

Contract : 12 months &extendable

Location: Kuala Lumpur

Rotation shift 24/7

Job Description for Customer Service Team Lead

Position: Customer Service Agent Team Lead

About the job

KAF Digital Bank is a consortium led by KAF Investment Bank Berhad, aiming to create and offer innovative products and services that enable our customers to benefit from more convenient banking in a safe and secure environment while getting more out of their money.

As a Customer Support Executive, you will be working with the team in delivering a world-class experience to our customers.

What you'll do

● Provide timely and accurate responses to customer inquiries, addressing their questions, concerns, and technical issues related to products, services, or policies

● Work on case volumes across call, email, social media, and chat channels; as well as outbound calls when required

● Demonstrate in-depth knowledge and understanding of the organization's products and services to effectively assist customers and ensure compliance

● Troubleshoot and resolve customer issues, escalating complex cases to senior support agents or other teams as necessary, while maintaining ownership of the case until resolution

● Proactively monitor community Group and social media platforms to identify and address emerging trends, issues, or potential customer concerns

● Collaborate with cross-functional teams to provide feedback, suggest improvements, and advocate for customer needs and preferences

● Contribute to the development and maintenance of KAF's knowledge base to facilitate customer self-service

● Drive overall customer satisfaction metrics ensuring service quality through case journey and providing regular updates across touch points

● Drive adherence to service levels across channels and achieve Best in Class productivity, impacting resolution times for end customers.

What you need to succeed:

● At least 4 years of relevant experience in a Customer Service / Customer Experience function in the Financial Services industry or Digital Natives companies

● Strong communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner

● Excellent problem-solving and decision-making skills to provide accurate and effective solutions to customer inquiries

● Empathy, patience, and a customer-centric mindset to handle customer complaints and requests