Merchant Service Team Lead

A Merchant Service Team Leader is responsible for managing the Merchant Service Team in Malaysia. Identify customers' experience issues and can push optimization to improve our customer experience. In this way, with the excellent service and great experience management, we can build and strengthen merchant relationships throughout the life cycle to create merchant profile and driving their business turnover. It’s a role for both customer advocate and strong representative of Ant International.

Responsibilities

• Lead and oversee the service agent team to ensure the delivery of professional, high-quality service solution.
• Conduct regular performance reviews, training sessions and coaching for the team to develop strong customer handling skills and product knowledge. Ensure the team's operations and activities are always compliant with relevant internal policies and external regulations.
• Analyze customer feedback, calls and complaints to ident...