(team Leader) Senior Executive Customer Support (credit Management Group)

Kuala Lumpur, Malaysia

Job Description


Main purpose of the job:The main purpose of the Senior Executive - Customer Service (Team Leader) in the Collections Department (Inbound Team) is to lead and support a team in achieving collection performance targets, while ensuring compliance, improving processes, and delivering excellent customer service.:

  • To ensure staffs are adhere with the Company\'s internal policies and guidelines as well as BNM and regulatory requirements.
  • Supervising day-to-day inbound collection team operations and handle escalation call from inbound officer.
  • Responding to customer service issues in a timely manner.
  • To monitor and manage team on daily basis.
  • To conduct call quality monitoring, relief team member and handling incoming calls
  • Maintaining accurate records and documenting all inbound team activities and discussion
  • Assessing service statistic and preparing detailed reports based on findings.
  • To remind customer regarding payment due date and another information to help customer make payment in a timely manner
  • To drive for first call resolution for any customer grivance within specified time frame
  • Proactively attending customer\'s need and queries, provide solution to their problems.
  • To communicate with various department in order to maintain goodwill and resolve customers problem.
  • To relief Unit Head on any operation support related matter to ensure operation running smoothly if require.
  • To perform any ad-hoc task/matters assign by Management.
Job Requirements:
  • A diploma or degree in business, finance, or a related field.
  • At least 3-5 years of experience in customer service or collections, with some experience in a leadership or supervisory role.
  • Proven track record in managing a team and achieving collections targets.
  • Strong leadership and people management skills.
  • Excellent communication and negotiation skills.
  • Problem-solving and conflict resolution abilities.
  • Ability to work under pressure and meet deadlines.
  • Proficiency in using collections software, and MS Office tools.
  • Knowledge of collections processes and relevant legal/compliance regulations.
  • Strong attention to detail and organizational skills.
  • Ability to handle escalations and customer disputes effectively.

AEON

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Job Detail

  • Job Id
    JD1066989
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Kuala Lumpur, Malaysia
  • Education
    Not mentioned