Key Responsibilities

Team Leadership

• Lead and mentor junior and senior executives to achieve performance goals.

• Conduct daily case reviews and quality assurance checks.

• Track team performance through KPIs and metrics to drive results.

Complaint & Risk Management

• Manage high-value or high-risk customer cases with professionalism.

• Approve goodwill or service recovery actions within your authority.

• Escalate legally sensitive matters to management when necessary.

Brand & Reputation Oversight

• Oversee the strategy for managing online reviews, including Google.

• Ensure consistent brand tone and messaging across all public responses.

Reporting & Continuous Improvement

• Prepare monthly reports on complaints, risks, and trends.

• Identify recurring service gaps and propose actionable improvements.

Requirements

• 4–6 years of experience in customer service, complaint management, or related fields.

• Prior supervisory or team leadership experience preferred.

• Experience handling legal-sensitive or tribunal cases is an advantage.

• Strong leadership, decision-making, and problem-solving skills.

• Analytical mindset with structured thinking.

• Ability to remain calm and composed during crisis situations.

• Able to communicate effectively in English, Malay, and Mandarin