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:
Team Leadership and Development
- Lead and mentor the second level escalation team, fostering a culture of accountability, collaboration, and continuous improvement.
- Provide guidance and support to team members, ensuring they have the necessary resources and training to effectively resolve complex customer issues.
- Conduct regular performance evaluations, set performance goals, and provide constructive feedback to drive individual and team success.
Escalation Management
- Serve as the primary escalation point for complex customer inquiries or complaints, leveraging expertise to facilitate swift and satisfactory resolutions.
- Collaborate closely with frontline representatives, product specialists, compliance officers, and other internal stakeholders to address escalated issues in a timely manner.
- Develop and implement escalation protocols and procedures to ensure consistent and effective handling of customer escalations.
Operational Efficiency and Process Improvement
- Analyze data and metrics related to resolution times, customer feedback, and escalation volume to identify trends and opportunities for improvement.
- Work cross-functionally to streamline processes, eliminate bottlenecks, and enhance operational efficiency within the customer care operations department.
- Champion the adoption of technology and tools to automate repetitive tasks and improve the overall customer experience.
Stakeholder Engagement
- Build and maintain strong relationships with internal stakeholders, including product development, sales, marketing, and compliance teams, to drive collaboration and alignment on customer care initiatives.
- Serve as a liaison between customer care operations and other departments, advocating for the voice of the customer and facilitating communication to address systemic issues or product enhancements.
- Represent the customer care team in meetings, presentations, and cross-functional projects, providing insights and updates on escalated issues and resolution strategies.
Job Requirements:
- Bachelor's degree in business administration, finance, or a related field. Master's degree or relevant professional certifications preferred.
- Minimum of 5 years of experience in customer service management, with a focus on escalation management and process improvement, preferably within the fintech/financial/ecommerce services industry.
- In-depth knowledge of financial products, services, and regulatory requirements, with the ability to effectively communicate complex concepts to both internal and external stakeholders.
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making and a demonstrated ability to drive measurable results.
- Excellent leadership and interpersonal skills, with the ability to influence and collaborate with cross-functional teams at all levels of the organization.
- Proficiency in using customer relationship management (CRM) software, ticketing systems, and other relevant tools for tracking, reporting, and analyzing customer interactions.
- Strong commitment to customer satisfaction, with a passion for delivering exceptional service and building long-term customer relationships.
Our Perks & Benefits:
- eWallet allowance.
- Unlimited office pantry fruits, snacks and drinks.
- Mobile and broadband subscription reimbursement.
- Flexibility to opt 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.
