Customer Service Manager

Job Description: Lead and manage

daily Customer Service operations

(chat, email, and call center). Ensure the achievement of

Customer Service KPIs . Handle and resolve

complex customer escalation cases . Develop, update, and ensure effective

implementation of Customer Service SOPs . Provide

coaching, training, and competency development

for the Customer Service team. Manage

work schedules, workload distribution, and manpower planning

for the Customer Service team. Prepare and submit

regular Customer Service performance reports

to management.

Qualifications: Minimum Bachelor’s degree (Management, Business, or Communication). Minimum

5 years of experience

in Customer Service, with at least

2 years in a Supervisor or Managerial role . Experience in

fintech, banking, e-wallet, lending, or other digital industries . Strong

leadership and people management

skills. Proven ability to

develop and implement Customer Service SOPs . Experienced in handling

customer complaints and complex case escalations . Excellent

communication, analytical, and problem-solving

skills.