(Team Leader) Senior Executive - Customer Support (Credit Management Group)
Full-time
Senior Executive
Kuala Lumpur, Federal Territory of...
1 week ago
Main purpose of the job:The main purpose of the Senior Executive - Customer Service (Team Leader) in the Collections Department (Inbound Team) is to lead and support a team in achieving collection performance targets, while e...
Main purpose of the job:
The main purpose of the Senior Executive - Customer Service (Team Leader) in the Collections Department (Inbound Team) is to lead and support a team in achieving collection performance targets, while ensuring compliance, improving processes, and delivering excellent customer service.
Job Description:
- To ensure staffs are adhere with the Company's internal policies and guidelines as well as BNM and regulatory requirements.
- Supervising day-to-day inbound collection team operations and handle escalation call from inbound officer.
- Responding to customer service issues in a timely manner.
- To monitor and manage team on daily basis.
- To conduct call quality monitoring, relief team member and handling incoming calls
- Maintaining accurate records and documenting all inbound team activities and discussion
- Assessing service statistic and preparing detailed reports based on findings.
- To remind customer regarding payment due date and another information to help customer make payment in a timely manner
- To drive for first call resolution for any customer grivance within specified time frame
- Proactively attending customer's need and queries, provide solution to their problems.
- To communicate with various department in order to maintain goodwill and resolve customers problem.
- To relief Unit Head on any operation support related matter to ensure operation running smoothly if require.
- To perform any ad-hoc task/matters assign by Management.
Job Requirements:
- A diploma or degree in business, finance, or a related field.
- At least 3-5 years of experience in customer service or collections, with some experience in a leadership or supervisory role.
- Proven track record in managing a team and achieving collections targets.
- Strong leadership and people management skills.
- Excellent communication and negotiation skills.
- Problem-solving and conflict resolution abilities.
- Ability to work under pressure and meet deadlines.
- Proficiency in using collections software, and MS Office tools.
- Knowledge of collections processes and relevant legal/compliance regulations.
- Strong attention to detail and organizational skills.
- Ability to handle escalations and customer disputes effectively.
Perks & Benefits
- Nearby public transport
- Central location
- Casual dress code
- Medical insurance
- Personal leave
Overview
AEON Credit Service is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. The Company has established a strong presence in Malaysia since 1996 to provide easy payment schemes for purchase of consumer goods and a personal financing scheme based on Syariah principles.
Our business philosophy is based on "Customer Satisfaction" and we strive to make a positive contribution to our customer's lifestyles. AEON Credit has more than 10 branches in East and West Malaysia. In line with our rapid business expansion, we are extending our service network to new locations to better serve our customers.
Why Join AEON Credit?
At AEON Credit, we believe in "Customers First". To commit to this, we focus on enhancing our customer's convenience and continually provide them with value-added financial services to help them meet their lifestyle needs.
AEON Credit is an exciting and dynamic place to work. As a fast-growing consumer financing company, we are always looking to recruit exceptional individuals who strive for excellence. We seek visionary individuals that take initiative and are innovative, results-oriented and independent.
Join us in our mission to benefit our customers by providing them with the very best set of consumer financial services to better serve our customers' needs and to continue our contribution to the community.