KiplePay Sdn Bhd is Malaysia's licensed fintech company, specialising in e-wallet, payment gateway services and urban solutions. Our mission is focused on revolutionising the financial landscape by equipping businesses, governments, students, and diverse communities with a seamless and secure cash-less and digital ecosystem. This includes being fully dedicated to ensuring financial services are not only affordable but also accessible to everyone.
Job Summary: We are seeking a highly motivated and experienced L2 Senior Associate Customer Experience to join our dynamic team. In this role, you will be responsible for overseeing the Level 2 (L2) customer support operations, ensuring high levels of customer satisfaction, and contributing to the continuous improvement of our support processes. You will lead a team of L2 support specialists, provide guidance, and collaborate closely with other departments to resolve complex customer issues and enhance the overall customer experience.
Key Responsibilities:
1. Team Leadership and Management:
-Lead, mentor, and manage a team of L2 support specialists.
-Provide training and development opportunities to enhance team performance.
-Conduct regular performance reviews and provide constructive feedback.
2. Customer Support:
-Oversee the handling of escalated customer issues and ensure timely resolution.
-Develop and implement strategies to improve customer satisfaction and loyalty.
-Monitor and analyze customer feedback to identify areas for improvement.
3. Process Improvement:
-Collaborate with cross-functional teams to identify and address systemic issues.
-Develop and refine support processes to increase efficiency and effectiveness.
-Implement best practices and innovative solutions to enhance the customer experience.
4. Reporting and Analytics:
-Track and report on key performance indicators (KPIs) related to customer support.
-Analyze data to identify trends and areas for improvement.
-Provide regular reports to senior management on team performance and customer satisfaction.
5. Collaboration and Communication:
-Act as a liaison between the customer support team and other departments.
-Ensure clear and effective communication of customer issues and resolutions.
-Foster a collaborative and customer-centric culture within the team.
(Apply now at https://my.hiredly.com/jobs/jobs-malaysia-kiplepay-sdn-bhd-job-l2-senior-associate-of-customer-experience)
; Requirements:- Qualifications:
-Bachelor's degree in computer science, Information Technology, Data Analytics or equivalent experience, if no formal tertiary education.
-Minimum of 7 years of experience in customer support, technical support, or a related field, with at least 2 years in a senior role.
-Proficiency in customer support software and tools e.g. Zendesk, Jira, etc, structured query language (SQL), and database management.
-Experience in using data visualization software e.g. Microsoft Power BI etc. would be advantageous.