Supervisors/Team Leaders (Call Centre & Customer Service)
Full time
Bjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our core strengths are in navigating complex regulations, creating innovative products, and delivering exceptional customer experiences.
We are seeking aCustomer Experience Managerto lead and enhance our customer experience initiatives, ensuring our customers receive world-class support and satisfaction.
Position Overview
As aCustomer Experience Manager , you will be responsible for overseeing the customer support team and driving initiatives to improve customer satisfaction and loyalty. You will act as a strategic leader, ensuring processes, tools, and the team align with the company's mission to deliver outstanding experiences at every touchpoint.
Key Responsibilities
Lead, mentor, and develop a team of Customer Experience Executives to ensure high performance and continuous improvement.
Analyze the end-to-end customer journey, identifying pain points and opportunities for improvement to enhance customer satisfaction and loyalty.
Set and monitor KPIs for the customer experience team, such as response times, resolution rates, and customer satisfaction.
Establish and oversee feedback loops to gather, analyze, and act on customer insights, collaborating with internal teams to improve products and services.
Develop and implement workflows and processes to improve the efficiency and quality of customer support.
Handle escalated customer issues and complaints, ensuring prompt resolution while maintaining a positive customer relationship.
Organize training programs to enhance the team's skills in customer service, communication, and problem-solving.
Provide regular reports on team performance, customer insights, and initiatives to senior management.
Work closely with product, marketing, and operations teams to ensure alignment between customer needs and company objectives.
Requirements
Proven experience in customer service, customer experience, or a similar leadership role, preferably in a fast-paced environment.
Strong leadership skills with the ability to motivate and manage a diverse team.
Exceptional communication and interpersonal skills, with the ability to empathize with customers and inspire your team.
Analytical mindset with the ability to interpret customer data, identify trends, and implement improvements.
Proficiency in English and Bahasa Malaysia; additional languages are a plus.
Strong organizational skills and attention to detail.
Comfortable working in a dynamic, high-growth, and international environment.
Flexible and adaptable to work on shifts, including weekends if required.
Benefits
Competitive salary and benefits package.
International work environment with a flat organizational structure.
Opportunity to lead and shape a key function within a fast-growing company.
Casual work attire and a collaborative team culture.#J-18808-Ljbffr