Customer Support

• Lead global customer service delivery and ensure smooth business operations.
• Drive continuous optimization across product, technology, operations, and business teams through refined service management to improve support efficiency and customer experience.
• Build and foster a cohesive, high-performing global customer service team.
• Analyze customer feedback and operational issues to identify business pain points and provide insights for optimization.
• Identify and assess potential risks in daily operations, develop and implement effective mitigation measures.
• Lead the setup and continuous improvement of multi-language support channels, focusing on key service metrics to drive operational excellence.

Customer Service Manager

• Assist the Customer Service Manager in leading and managing a team of customer service representatives, setting performance goals, and monitoring progress.
• Handle and resolve customer queries in a timely, efficient & professional manner.
• Provide training to newly onboarded staff to meet the team's internal standards.
• Perform quality assurance audits and providing coaching to team members to ensure a high standard of customer service.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes.
• Investigate and handle customer complaints/ regulatory complaints in accordance with the regulatory requirements and internal policies and procedures.
• Collaborate with other departments, such as underwriting, claims, and sales, to resolve customer issues and improve cross-functional communication.
• Participate in the development of new products and services, and provide input on product design and pricing.
• Develop and maintain standard operating procedures (SOPs) for the customer service department, ensuring compliance with company policies and regulatory requirements.
• Participate in the recruitment and selection process for new customer service representatives, as needed.
• Prepare reports on customer service performance and complaints for senior management.
• Perform other duties as assigned by the Customer Service Manager.

Customer Service, Assistant Manager

• Act as the first point of contact for customer inquiries via email.
• Handle and follow up daily customer inquiries for both in-store and online platforms in a timely and professional manner.
• Manage customer complaints effectively and provide the best appropriate solutions to meet both customers’ needs and business objectives.
• Offer exceptional & courteous services to our members and provide support to our regional markets.
• Work closely with different internal departments on pre-sale and after-sale issues.

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