Responsible for leading and managing the non-voice customer support operations, ensuring efficient handling of customer queries across digital platforms
Job Summary
Responsible for leading and managing the non-voice customer support operations, ensuring efficient handling of customer queries across digital platforms.
This role focuses on service excellence, team performance, process optimization and customer satisfaction while driving continuous improvement through analytics and AI automation.
In charge of outsourced branch services to monitor outsourcing services performance, quality and to ensure services comply Shariah and BNM Guidelines.
Matching Summary
Responsible for leading and managing the non-voice customer support operations, ensuring efficient handling of customer queries across digital platforms.
Skills & Requirements
Must-have
Non-voice customer support
Digital platform management
Service level agreement (SLA) adherence
Team leadership and coaching
Process optimization and automation
Customer satisfaction metrics tracking
Nice-to-have
AI automation expertise
Shariah and BNM Guidelines compliance
Continuous improvement mindset
Empathy and professionalism
Key Requirements
Experience in managing non-voice operations
Proven ability to lead and motivate teams
Experience with customer service KPIs
Understanding of digital customer service channels