Total 3 QA Manager job vacancies in Customer Service category in Malaysia Kaula Lumpur

• Supports team manager and performs management duties when the manager is absent or out of office
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill check
• Assists management with hiring processes and new team member training
• Answers team member questions, helps with team member problems and oversees team member work for quality and guideline compliance
• Communicates deadlines and goals to team members
• Develops strategies to promote team member adherence to company regulations and performance goals
• Conducts team meetings to update members on best practices and continuing expectations
• Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Ensures company brand materials and physical working spaces meet and exceed company presentation standards
• Provides quality guides to team performance and outcome required by the team that they are leading

Performance Management 

• Develop, Own, Improve & Maintain department KPIs while constantly finding ways to become more efficient and effective. 
• This includes working on special projects that will reduce stakeholder escalations, deflect incidents from coming into the department, and ensuring customer experience. 
• Be the owner of department systems, tools, SOPs, and overall customer experience.

Funding Societies | Modalku is the largest SME digital financing platform in Southeast Asia. We are licensed and registered in Singapore, Indonesia, Thailand, Malaysia, and operating in Vietnam, and backed by Sequoia India and Softbank Ventures Asia Corp amongst many others and provides business financing to small and medium-sized enterprises (SMEs), which is crowdfunded by individual and institutional investors.

And here at Funding Societies | Modalku we live by our core values:

• Grow Relentlessly: Strive to become our best, most authentic selves.
• Enable Teamwork, Disable Politics: Only by forging togetherness, we help each other succeed.
• Test Measure Act: Stay curious and reinvent ourselves, through innovation and experimentation.
• Focus on Impact: Create impact through bias for action and tangible results.
• Serve with Obsession: Build win-win relationships for the long-term by having a customer obsession.

What you will do:

• Oversee and assist to manage the Customer Experience team, ensuring efficient and effective daily operations.
• Supervise, guide and monitor the team in delivering a best in class customer experience via our omni-channel support.
• Act as a dependable resource, ready to provide support and fill in for team members on daily operations as required.
• Develop and implement customer engagement and process improvement strategies.
• Collaborate with cross-functional teams to execute strategic projects aimed at enhancing customer experience and achieving business objectives.
• Monitor performance metrics and provide regular reports and insights to manager.
• Demonstrating critical thinking, problem solving and a commitment that is in line with our mission and company values.
• Job function listed is not exhaustive and can include other responsibilities as assigned.

What we are looking for:

• Have at least 3 years of experience in Customer Experience or Customer Success role, preferable in the financial services or fintech industries.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire teams to achieve goals and experience in team’s management.
• Demonstrated ability to execute strategic projects and drive results.
• Detail-oriented with strong analytical and problem-solving abilities.
• Familiarity with CRM systems and customer engagement tools is an advantage.
• Prior experience in customer onboarding and AML will be an advantage.
• Self-motivated and capable of working independently as well as collaboratively in a fast-paced environment.
• Adaptable and flexible, with the ability to thrive in a dynamic and evolving organization.

What it is in for you:

• Dynamic and lean team
• Opportunities for learning and growth
• Quarterly team outing & hangout

• Time off - We would love you to take time off to rest and rejuvenate. We offer flexible paid vacations as well as many other observed holidays by country. We also like to have our people take a day off for special days like birthdays and work anniversaries.
• Flexible Working - We believe in giving back the control of work & life to our people. We trust our people and love to provide the space to accommodate each and everyone's working style and personal life.
• Medical Benefits - We offer health insurance coverage for our employees and dependents. Our people focus on our mission knowing we have their back for their loved ones too.
• Mental Health and Wellness - We understand that our team productivity is directly linked to our mental and physical health. Hence we have Wellness Wednesdays and we engage partners to provide well-being coaching. And we have our Great FSMK Workout sessions too to keep everyone healthy and fit!
• Learning & Development - We believe learning should never end and we support everyone with curated learning programs on our internal learning platform.
• Tech Support - We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity

Who are we?

Customer Onboarding

• Utilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers needs and project scope 

Uses the 3 Phase Methodology for onboarding:        

• Phase 1 - Conducts pre-onboarding for key customers

• Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers

• Phase 3 - Continuous Follow-up:  Within a moderate scope, follows up with key customers

All Phases: 

• Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed skills in a way that allows the CSM to influence the customer and others.

• Able to communicate with customers what other teams at Equinix do and how customers should utilize them

                                                                                                                                                   
General:

• Collects in depth information about the customer, so that the experience is personalized

• Proficient in Equinix's processes, policies and escalation paths

• Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals

• Able to articulate trends for this customer               

• Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business. 

• Able to use prior information to inquire more deeply about the customer

Adoption and Customer Success Management

• Develop, maintain and track progress of a Customer Success Plan within a moderate scope

• Drive product and process adoption by understanding customer usage trends of key customers

• Able to articulate a moderate understanding of Equinix's products (current and future) and provide customer education. 

• Collect customer feedback, providing it to relevant teams to improve the customer experience

• Proactively identifies feedback trends across customers and drives process improvements for key accounts

• Proactively review product utilization and propose potential solutions for key customers

General:

• For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer

• Acts as a customer advocate 

• Ensure smooth and clear handoff to/from internal teams

• Proactively reaches out to customers to touch base (i.e. heath check) on key customers

• Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices

• Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope

Issue and Escalation Management

• Assess issue/escalation to validate, prioritize and progress accordingly

• Manage, document and raise visibility of critical escalations as appropriate

• Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and  when resolving issues and communicating externally with support from management

• Identifies process improvement opportunities or plans while leveraging what is already in place

• Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required

General:

• Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed

• Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer within a moderate scope

• Provides globally consistent communication

Account Management & Retention

• Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a moderate scope

• Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn

• Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope

• Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs

General:

• Drives high customer satisfaction

• Able to support moderate customer projects independently and more complex projects under supervision

Qualifications

• 3+ years experience preferred

• Bachelor's degree preferred

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.