MoneySmart (SG)

Moneysmart (SG) - Customer Service Lead

Entry Level
Customer Service Lead
Back to Jobs

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

Sign in to Happyer

Help us Complete Your Profile

What's your full name?

What's your current position?

Please fill in all name and position fields.

What is your current status

What is your career goal?

You can choose more than one goal

Learn new skills
Make a major career switch
Land a (new) job
Not totally sure...

Receive job alert emails

Please select your status and at least one career goal.

Where would you like to work?

You can choose more than one location

I want to work in

What are you looking for next?

It’s okay if you’re not sure. We got you covered no matter what.

Please select at least one location, pick your experience level, and your career path in order to continue.
Success! Your application is on it's way

We've sent a notification to the hiring manager with your profile details and resume.

Back to Job

Choose your "Quick Apply" resume

Be sure to complete your profile for best results. This is the final step of your application.

PDF, Doc, or Docx. 10MB maximum.
Confirm Application

"Quick Apply" or use a custom resume?

Quick ApplyCustom Resume
8 Commonwealth Ln, 04-02, Singapore 149555
Interested in working at
MoneySmart (SG)

Related Positions

StashAway (HK)

StashAway (HK) - Client Services Executive

Client Services Executive
Hong Kong
Happyer (HK)

Happyer - Account Manager Intern (1st Year Uni Students, PT)

Account Manager Intern
Hong Kong
Tricor Staffing Solutions (HK)

Tricor Staffing Solutions - Assistant Leader (Retail / Customer Service / Event)

Assistant Leader (Retail / Customer Service / Event)
Hong Kong