Supervisor Customer Service 243305 Mer00049Pn

Job description

Tasks 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 Qualifications Experience 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

Education & Training

• 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

Technical Knowledge & Skills

• 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)