Supervisor - Customer Service
Posted Updated
- Deliver end-to-end customer service across all channels (inbound/outbound calls, email, digital platforms, SMS), ensuring timely resolution aligned with service level targets
- Maintain and manage customer data in CRM systems (e.g. SFDC, CMS) ensuring accuracy, completeness, and up-to date records in line with data governance and compliance requirements
- Conduct outbound customer engagement (e.g. welcome call, contract maturity, document follow-up) to support contract lifecycle management
- Manage customer complaints, including investigation, resolution, and escalation to supervisor when required
- Provide front-line service for walk-in customers at reception, including consultation on products and contract-related inquiries
- Manage contract administration processes (e.g. reassignment), including document verification, preparation, and coordination with credit and related functions
- Coordinate with internal teams and external partners (Sales, Credit, Brand Partner, Dealers) to ensure smooth handling of customer requests and document processing
- Manage customer communications and system updates (e.g. SMS, payment status, document updates) ensuring accuracy and timeliness
- Proactively identify customer needs and drive cross-selling opportunities (Top-up Refinance, Contract Extension, Early mySTAR Refinance, Insurance) to support portfolio growth and retention
- Minimum 2 years of experience in customer service, call center, or customer-facing roles
- Experience in banking, auto finance, or leasing business is preferred
- Exposure to cross-selling or customer retention activities will be an advantage
- Bachelor’s degree in Business Administration, Finance, Marketing, or related fields
- Strong understanding of customer service principles and financial products
- Knowledge of auto leasing products, insurance, and refinance solutions is a plus
- Strong customer handling and problem-solving skills
- Good understanding of financial/contract processes and documentation
- Proficiency in CRM systems (e.g. SFDC, CMS) and data management
- Good command of English (spoken and written)