Customer Service Representative (Team Lead) at PalmPay

Job Description

• He/she will be responsible for ensuring that team members are providing excellent customer service to aggregators and their agents and resolving any issues in a timely and professional manner.
• The ideal candidate should have strong leadership skills, a customer-focused mindset, and experience working in a fast-paced environment.

Key Responsibilities:

• Manage and supervise a team of customer service representatives, including training, coaching, and performance management.
• Develop and implement customer service policies and procedures that align with the company's objectives and ensure a high level of customer satisfaction.
• Respond to customer inquiries, resolve complaints, and provide product and service information to customers in a courteous and professional manner.
• Maintain accurate records of customer interactions, transactions, and complaints.
• Collaborate with other departments, such as Sales and Operations, to ensure smooth customer interactions and seamless order processing.
• Conduct regular team meetings to review performance metrics, provide feedback, and address any concerns or issues.
• Continuously identify areas for improvement in customer service processes and implement solutions to improve efficiency and quality of service.
• Ensure that team members are adhering to company policies and procedures and maintain compliance with relevant regulations.

Requirements:

• Minimum of 3 years of experience in customer service with any FinTech company, with at least 1 years of experience in a leadership role.
• Excellent communication skills, both written and verbal, with the ability to effectively communicate with customers and team members.
• Strong problem-solving skills and the ability to make quick, informed decisions in a fast-paced environment.
• Proficient in Microsoft Office Suite and experience with customer service software or CRM systems.
• Prior knowledge of the payments industry, specifically POS aggregators, is a plus.
• Ability to work flexible hours, including weekends and holidays, as needed.