Customer Service Manager
The Role & Responsibilities:
We are seeking a Customer Service Manager with a visionary approach to lead our customer service operations. If you’re ready to guide a team towards delivering unparalleled customer experiences in a fast-paced, tech-driven environment, your next big opportunity awaits! Join us in this key role, where your leadership skills will “Versa-fy” user’s expectations and loyalty.
Responsibilities:
- Provide support to users on all available channels (e.g chat, call, emails, social networks):
- Monitor and adhere to KPIs & SLAs
- Manage and update FAQs (customer knowledge base) across all channels
- Design, implement and evaluate strategies, processes & systems to enhance satisfaction and loyalty
- Stay updated on all Versa products & services to provide accurate and updated information to users
- Constantly uphold Versa’s brand image & voice
- Lead, train, mentor a team of customer service representatives:
- Monitor & evaluate interactions with users
- Set clear team goals & metrics and regularly review to gauge success
- Use data-driven insights to drive improvements
- Act as a bridge with other teams/stakeholders, ensuring understanding of users needs and expectations
Job Requirements
- Proven track record in managing customer service team(s):
- Completed tertiary education in related program with minimum 5 years of experience within financial services sector
- Proficient in MS Office, Google Suite & familiarity with CRM software(s) (Zendesk preferred)
- Exceptional communication skills with the ability to calmly handle challenging customer situations
Job Description PDF: Versa JD – Customer Service Manager
About Versa
Established in 2020, Versa is a digital wealth management app dedicated to simplify saving and investing by building good financial habits. Founded by a group of seasoned financial technology entrepreneurs, the app makes saving and investing simple via its partnership with AHAM Capital and highly accessible by introducing low entry amounts, low fees and flexibility that allows users to withdraw anytime without incurring penalties. Versa is regulated by Securities Commission Malaysia and is focused on making more wealth solutions accessible to Malaysians.