ALIPAY MALAYSIA SDN. BHD.

Supervisors/Team Leaders (Call Centre & Customer Service)

Full time

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We are the global business service and support team for international businesses across Ant Group. A Merchant Service Team Leader is responsible for managing the Merchant Service Team and Account Management Team in Malaysia.  Build and strengthen merchant relationships throughout the life cycle to create merchant profile and driving their business turnover. It’s a role for both customer advocate and strong representative of Ant International.

Responsibilities:

• Lead and oversee the Merchant Service and Account Management Team to ensure the delivery of professional, high-quality service solution.
• Conduct regular performance reviews, training sessions and coaching for the team to develop strong customer handling skills and product knowledge. Ensure the team's operations and activities are always compliant with relevant internal policies and external regulations.
• Analyze customer feedback, calls and complaints to identify process or training improvements. Implement strategies for maximizing first-contact resolution, reducing handle times and addressing root causes of issues.
• Lead core projects to drive operational excellence and achieve business goals. Champion customer priorities across departments to cultivate a customer-centric culture.

Requirements:

• Bachelor's degree or equivalent experience
• Native in Malaysian, business fluent in English, Chinese would be a plus
• At least 5 years of experience leading customer service/ account management / business operations teams in financial sector, from banking, payment, trading, tele-sales, B2B solutions or related fields.
• Track record of motivating high-performing teams through strong leadership.
• General understanding of regulatory compliance, guidelines, regulations in financing or payment processing industry are preferred; ability to learn and adapt to new product knowledge including the area of risk management, revenue protection and industrial best practice.
• Effective problem-solving and negotiation skills. Able to communicate across various teams and make influence on collaborating teams; Ability to develop and maintain professional working relationships with co-workers and peers.
• Operational excellence in analytical thinking, process development and planning, flexibility and ability in responding to evolving business priorities and dealing with ambiguity; Fast-paced, self-motivated, independent, result-oriented and able to work under pressure with multiple deadlines.

Employer questions

Your application will include the following questions:

How many years' experience do you have as a Service Specialist?

Which of the following statements best describes your right to work in Malaysia?

What's your expected monthly basic salary?

How many years' experience do you have as a Services Team Leader?

Do you have customer service experience?

Which of the following languages are you fluent in?

How much notice are you required to give your current employer?

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