Canopy
MoneySmart (SG)

Moneysmart (SG) - Customer Service Lead

Entry Level
Singapore
Customer Service Lead
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About Us

MoneySmart Group is South East Asia's leading personal financial portal helping consumers compare loans, insurance, and credit cards. MoneySmart was founded in 2009 with the simple aim to help consumers make better financial decisions.

Who we're looking for

As a Team Leader in MoneySmart Customer Service, you’ll empower your people to develop their customer service skills and progress in their chosen career path. This is a great opportunity for an energetic and charismatic people manager to effectively lead, motivate, and develop a small team of multilingual Customer Service Representatives who are based remotely in the Philippines and Malaysia.

Exercising excellent leadership and communication skills, you’ll develop and coach a team that embraces change, cultivate customer-centricity, productivity, and teamwork.

What you will be doing
  • Take ownership of team results and provide daily leadership to a team of multilingual agents based remotely in the Philippines and Malaysia.
  • Understand development needs and provide coaching, training and support to team members
  • Effectively use business tools like Freshdesk and Gdocx to monitor team performance, quality, and adherence.
  • Be an advocate for continuous improvement providing feedback on opportunities and proactively share best practices
  • Collaborate with the Operations team in resolving customers’ issues on application tracking, promo redemptions via email and social media.
  • To drive team KPIs including average handling time, first contact resolution rate, email first response time, email resolution time, service levels, customer satisfaction score, and others
  • Handle escalated complaints in a prompt and professional manner
Who you are
  • Minimum 2 years’ experience as a team leader in a customer service or contact centre environment;
  • Experience in ticketing systems like Freshdesk or Zendesk highly desirable
  • Experience leading people in a remote environment
  • Experience in handling escalations
  • Proactive, flexible, and capable of working independently as well as working in a team
  • Ability to speak Cantonese and communicate in traditional chinese is a plus, as you will be handling reps managing Hong Kong market

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8 Commonwealth Ln, 04-02, Singapore 149555
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