Customer Services Manager

Role and Responsibilities: • Lead and motivate a team of customer service representatives to achieve performance goals and deliver exceptional service. • Conduct regular team meetings, provide constructive feedback, and facilitate professional development. • Set and maintain high standards for customer service, ensuring that the team meets or exceeds customer satisfaction targets. • Handle escalated customer issues and ensure prompt resolution. • Foster open communication within the team and across departments. • Act as a liaison between the customer service team and other departments to address issues and streamline processes. Qualifications and Requirements: • Bachelor’s degree in business studies or any related field. • Proven experience in a customer service role, with at least 3 years in a leadership or supervisory capacity. • Experience in resolving customer inquiries and handling complaints professionally. • Proven track record in training new customer service team members and managing quality control processes. • Ability to work in a fast-paced, multicultural environment and adapt to evolving business priorities. • Proficiency in Zendesk and CS CRM systems will be an added advantage. • Knowledge of the fintech industry will be an added advantage. Language Proficiency (Compulsory): • Strong command of English (spoken and written). • Proficiency in Mandarin (Traditional & Simplified), Taiwanese Mandarin, Japanese, Spanish, and Hindi is essential to effectively liaise with international management teams and clients from China, Taiwan, Japan, and other key markets. • Candidates must be able to speak, read, and write in the above languages fluently.