PR/161158 | Team Lead, Customer Service Operation (FinTech Company)

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