Lead, Customer Care

We are currently looking for a Lead, Contact Centre to join the Bank. You will be responsible for managing the customer care centre and reviewing the process to improve the customer service.

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Responsibilities
  • Manage the Customer Care Centre which is the most important customer touchpoint of Mox, which provides 24hr service via Audio, Video Call and Text Chat.
  • Support the launch of new products and features, work closely with the Product and Customer Team to ensure seamless customer support.
  • Advocate customer voice, and focus on continuously improving the process and setting new standards to provide best in class service.
  • Maintain staffing plans, schedules; identify and develop talents, create and maintain a healthy organization structure with proper delegation among the team managers.
  • Creates and automate the MIs and reports; leverage on the data to make sound and quality decisions; execute the solutions and continuously review and improve.
Requirements
  • Bachelor’s degree or higher from an accredited university.
  • 8+ years of experience in Contact Centre in any sizable financial institutions.
  • Proven track record of managing teams of 30+.
  • Knowledge in retail banking products an advantage.
  • Basic literacy in Mac OS and enterprise cloud communication tools.
  • Be open to diverse culture and new ways of working, people-oriented.
  • Responsive and stay attentive even after office hours.