About the Role

We are looking for a Customer Service Supervisor to lead customer support operations, ensure high service quality, and drive team performance against established service standards and KPIs. The role will be responsible for managing the customer service team, monitoring service levels, ensuring effective issue resolution, and handling customer escalations professionally.

Key Responsibilities

Lead and supervise the Customer Service team, including shift management and adherence to SLAs.
Monitor and evaluate calls and support tickets to ensure quality, accuracy, and compliance with company standards.
Handle and escalate material complaints, including regulatory, safety, fraud, and fund-related matters, to the Compliance Officer as required.
Monitor SLA dashboards, customer satisfaction metrics, and other key service performance indicators.
Ensure customer data and call recordings are handled securely and in compliance with the Personal Data Protection Law (PDPL).
Coordinate with Operations and relevant technical teams to ensure timely resolution of customer issues.
Coach and train Call Center Officers on customer service procedures, including the no-credit-promises policy and restrictions on handling customer funds.
Identify service gaps and recommend improvements to enhance customer experience and operational efficiency.
Prepare and communicate performance updates and escalate recurring service issues to management.

Qualifications & Skills

Bachelor's degree in Business Administration, Customer Service, Communications, or a related field is preferred; equivalent practical experience may be considered.
Proven experience in customer service supervision, team leadership, or call center operations.
Strong ability to manage teams, shifts, service levels, and performance KPIs.
Experience in monitoring service quality and handling customer escalations.
Strong problem-solving, conflict-resolution, and decision-making skills.
Excellent verbal and written communication skills.
Ability to work under pressure and manage multiple priorities effectively.
Strong understanding of customer service standards, quality assurance, and operational procedures.
Customer service or leadership certifications are an advantage but not mandatory.
Knowledge of PDPL, compliance requirements, fraud prevention, or financial services operations is an advantage.