Customer Service – Assistant Manager (Financing Company)(47476)

A. RESPONSIBILITIES

1. Complaint Handling

• Address and resolve complex customer complaints promptly and effectively, ensuring

customer satisfaction.

• Act as an escalation point for critical issues, collaborating with relevant teams to achieve

resolutions.

2. Team Supervision

• Lead and manage the Customer Service team, providing guidance, mentorship, and

performance feedback.

• Oversee staff schedules, productivity, and adherence to company policies.

3. Critical Decision-Making

• Make strategic decisions in challenging situations to maintain service quality and operational

stability.

• Ensure decisions align with the company’s objectives and uphold customer satisfaction.

4. Performance Analysis

• Monitor and analyze key metrics and trends in customer service performance.

• Prepare and present reports with actionable insights to management.

5. Standard Operating Procedures

• Develop, implement, and update SOPs for the Customer Service department to maintain

consistency and efficiency.

• Ensure all processes are well-documented and communicated to staff.

6. Strategic Planning

• Identify and implement strategies to optimize workflow and enhance service delivery.

• Coordinate with other departments to streamline operations.

7. Customer Service Tracker Management

• Create, maintain, and monitor customer service trackers or inventories using a ticketing system.

Job Requirements:

1. Educational Background

• Completed Bachelor’s Degree in Business Administration, Management, or a related field.

2. Job Specific Competencies

• Minimum of 5 years of experience in customer service role and 1-2 years in a supervisory or

team lead role, preferably in the auto loan financing industry.

• Experience handling complaint escalation, process improvement, and customer retention.

3. Personal Qualities

• Proven leadership skills with experience in team management.

• Strong analytical and decision-making abilities.

• Proficiency in using ticketing systems and CRM tools.

• Excellent communication and interpersonal skills.

Industries:Human Resources

Function: Others