Team Lead, Customer Support | TNG Digital

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation. Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators, giving you the power to make a difference.

Job Responsibilities:

• Lead and manage a team of Second Level Escalation Team Specialists, providing guidance, coaching, and support to ensure the team's success in handling complex customer inquiries and delivering exceptional customer experiences.
• Set performance expectations and goals, conduct regular performance evaluations, and provide feedback to team members to drive individual and team performance improvement.
• Serve as an escalation point for team members, assisting in resolving complex customer inquiries and ensuring appropriate resolutions are provided in a timely manner.
• Collaborate with other team leaders, managers, and cross-functional departments to foster effective teamwork and communication and to ensure alignment on customer support goals and initiatives.
• Monitor team performance metrics and KPIs, analyze data and trends, and implement strategies to improve team performance, productivity, and customer satisfaction.
• Conduct regular team meetings, huddles, and training sessions to provide updates, share best practices, and ensure team members are equipped with the necessary knowledge and skills.
• Stay up to date with industry trends, regulatory changes, and new product launches to provide accurate and timely information to team members and ensure compliance with regulatory requirements.
• Act as a subject matter expert, providing guidance and support to team members on complex financial processes, investment products, compliance, and technical issues.
• Foster a positive and inclusive team culture, encouraging collaboration, innovation, and continuous learning among team members.
• Handle escalated customer inquiries and complaints personally, demonstrating excellent problem-solving and communication skills to ensure customer satisfaction and resolution.
• Update and maintain comprehensive records of team performance, metrics, and customer interactions for reporting and tracking purposes.

Job Requirements:

• SPM and experienced more than 3 years or bachelor’s degree in finance, Business Administration, or a related field.
• Proven experience working in the fintech industry, with in-depth knowledge of financial products, services, regulations, and compliance requirements.
• Previous experience in a team leadership or supervisory role, preferably in a customer support or escalation team environment.
• Strong understanding of fraud detection and prevention strategies within the fintech industry.
• Excellent technical skills, with proficiency in using fintech platforms, software applications, and online banking systems.
• Analytical mindset and data analysis skills to interpret and derive insights from team performance metrics and customer data.
• Outstanding communication and interpersonal skills, with the ability to motivate and inspire team members to achieve high performance.
• Strong problem-solving skills and the ability to handle complex customer inquiries and complaints with professionalism and empathy.
• Ability to prioritize and manage multiple tasks effectively, while maintaining attention to detail.
• Customer-centric mindset and a commitment to delivering an exceptional customer experience.
• Proven leadership abilities, with the ability to foster a positive team culture and drive continuous improvement.

Our Perks & Benefits:

• eWallet allowance.
• Unlimited office pantry fruits, snacks, and drinks.
• Mobile and broadband subscription reimbursement.
• Flexibility to opt for dependents coverage (spouse, child, parents, or parents-in-law) for outpatient medical benefits.
• Additional leave including family leave and paid care leave to care for family members.
• Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine (“TCM”), and Chiropractic.
• Corporate membership discount and many more to explore.

We believe that you have what it takes to fit into the Touch ‘n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!

Touch ‘n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, colour, or other personal status, identity, or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: mycareer@tngdigital.com.my

Note: Only shortlisted candidates will be contacted.