CareerCross uses cookies to enhance your experience on our websites. If you continue to view our sites without changing your browser settings, then it is assumed that we have your consent to collect and utilise your cookies. If you do not want to give us your consent, then please change the cookie settings on your browser. Please refer to our privacy statement for more information.
CareerCross uses cookies to enhance your experience on our websites. If you continue to view our sites without changing your browser settings, then it is assumed that we have your consent to collect and utilise your cookies. If you do not want to give us your consent, then please change the cookie settings on your browser. Please refer to our privacy statement for more information.
PR/161158 | Team Lead, Customer Service Operation (FinTech Company)
| Location | Malaysia, Kuala Lumpur |
| Job Type | Permanent Full-time |
| Salary | Negotiable, based on experience |
Job Description
Responsible for handling customer enquiries, loan application status checks, account
issues, and complaints via phone, WhatsApp, and email, ensuring service delivery
meets company and BNM/KPKT service standards. Acts as the first point of contact
between customers and the company.
Manage and lead the Customer Service Officer team (scheduling, performance evaluation, training, and day-to-day supervision)
Develop and refine customer service SOPs and scripting standards, ensuring compliance with BNM/KPKT/PDPA requirements
Monitor team KPIs (response time, resolution rate, customer satisfaction/NPS, etc.) and produce regular operational reports
Handle major or escalated customer complaints that the team cannot resolve, making final decisions or escalating to management
Coordinate cross-functionally (product, risk, legal, IT) to resolve systemic customer issues and drive process improvements
Lead onboarding training, script updates, and team capability building
Support the setup, testing, and launch of the company's WABA/CCaaS and other customer service systems
Diploma or above, with 3+ years of experience managing a customer service team, preferably in fintech, consumer finance, or call centre industries
Experience in team management, performance evaluation, and cross-functional coordination
Familiarity with Malaysian consumer protection and data protection regulations (PDPA, Act 873) preferred
Notice: By submitting an application for this position, you acknowledge and consent to the disclosure of your personal information to the Privacy Policy and Terms and Conditions, for the purpose of recruitment and candidate evaluation.
Privacy Policy Link: https://www.jac-recruitment.my/privacy-policy
Terms and Conditions Link: https://www.jac-recruitment.my/terms-of-use
General Requirements
| Minimum Experience Level | Over 3 years |
| Career Level | Mid Career |
| Minimum English Level | Business Level |
| Minimum Japanese Level | None |
| Minimum Education Level | Associate Degree/Diploma |
| Visa Status | No permission to work in Japan required |
Job Location
- Malaysia, Kuala Lumpur
Work Conditions
| Job Type | Permanent Full-time |
| Salary | Negotiable, based on experience |
| Industry | Bank, Trust Bank |
