L2 Senior Associate of Customer ExperienceThis job is for an L2 Senior Associate of Customer Experience at KiplePay in Malaysia. You'll lead a team, improve support processes, and enhance customer satisfaction. You might like this job because it offers the opportunity to make a significant impact on customer experience and revolutionize the financial landscape.
Location: Petaling Jaya
Employment Type: Full-Time
Job DescriptionKiplePay 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:
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.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.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.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.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.Job RequirementsQualifications:
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.
SkillsComputer Science
Information Technology
Data Analysis
Customer Service
JIRA
SQL (Programming Language)
Company ProfileKiplepay sdn Bhd ("KPSB") (Formerly known as Webonline Dot Com Sdn Bhd) is an e-money issuer which powers Kiple, an e-wallet brand. We help consumers, businesses, service providers and governments conduct cashless transactions across online, retail, vending machine, IVR and mobile platforms to maximise convenience and security as well as optimise business.
Kiple has various functionalities that allow users to manage and utilise their wallet account resourcefully. Our mission is to be the market leader in FinTech in an increasingly cashless, tech-powered society.
Green Packet Berhad, our holding company, is an established multinational digital technology organisation with expertise in telecommunications, media and technology. Founded in the heart of California's Silicon Valley in 2000 and subsequently listed on the Malaysian Stock Exchange in 2005, Green Packet designs and produces wireless devices, user-centred applications and services that enable the delivery of valuable digital experiences.#J-18808-Ljbffr