Job Purpose: To lead and manage a team of chatbot/customer service agents to deliver exceptional support to internal and external customers via live chat platforms. The role focuses on driving team performance, ensuring service excellence, improving customer satisfaction, and achieving operational and sales targets in a digital customer interaction environment.
- Oversee daily chat operations to ensure prompt, accurate, and high-quality customer support.
- Guide and support team members in resolving customer queries efficiently and professionally.
- Ensure team adherence to service standards, compliance policies, and customer experience benchmarks.
- Drive the migration of customers to digital/self-service banking channels.
- Monitor and enhance team performance in handling customer interactions
- Foster collaboration with internal teams for seamless issue resolution and continuous service improvement.
Knowledge, Skills, And Experience
University graduate (preferably in Finance, Banking, Business, or related disciplines).
3–5 years of experience in customer service/chat support, with at least 1–2 years in a supervisory or team leadership role.
Strong understanding of retail banking products and digital banking services.
Strong leadership, coaching, and team management skills.
Excellent customer focus with high empathy and problem-solving ability.
Proficiency in live chat tools, CRM systems, and digital communication platforms.
Strong analytical skills to interpret performance metrics and drive improvements.
Excellent communication skills in English (verbal and written).
Ability to multitask, prioritize, and perform effectively in a fast-paced environment.
Strong decision-making and escalation management capabilities.
