Head of Customer Service (Mandarin Speaking)
# Head of Customer Service (Mandarin Speaking) **RiDiK Sdn Bhd** · Kuala Lumpur · `On-site` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Indeed* --- ### About the Role About the Role We are looking for an experienced and hands-on Head of Customer Service to lead and build our customer service operations from the ground up. This role is responsible for establishing customer support processes, developing a high-performing team, and ensuring excellent customer experience in a fast-paced fintech environment. The ideal candidate has proven leadership experience in customer service or customer operations, preferably within the payments, fintech, cryptocurrency, or digital asset industry. They should be comfortable building a team from 0 to 1, implementing operational processes, and driving service quality and efficiency. Key Responsibilities - Team Building & Leadership:Build, lead, and develop the customer service team from 0 to 1, including recruitment, onboarding, training, performance management, and talent development. - Customer Service Operations:Establish and optimise customer support workflows, SOPs, escalation mechanisms, and service standards to ensure consistent and efficient service delivery. - Service Quality & Performance:Define and monitor key performance indicators (KPIs), such as response time, resolution time, customer satisfaction (CSAT), service level agreements (SLAs), and productivity. - Customer Experience:** Ensure timely and effective resolution of customer enquiries, complaints, and escalations while maintaining a high level of customer satisfaction. - Cross-functional Collaboration:** Work closely with Compliance, Risk, Operations, Product, and other internal teams to resolve complex customer issues and improve service processes. - Process Improvement:** Identify operational gaps, analyse customer feedback and service trends, and implement improvements to enhance efficiency and customer experience. - Risk & Compliance:** Ensure customer service operations comply with relevant regulatory requirements, internal policies, and risk management procedures, particularly in the payments and financial services environment. - Reporting & Planning:** Prepare regular operational reports, analyse team performance, and provide recommendations to improve service quality, productivity, and operational scalability. Requirements - Minimum 5 years of relevant experience in customer service, customer support, customer operations, or a related field, with proven team leadership and people management experience. - Demonstrated experience in building or scaling a customer service team from 0 to 1, including setting up processes, workflows, and operational standards. - Proven ability to lead, coach, and manage a team, with strong problem-solving and decision-making skills. - Experience in the payments, fintech, banking, cryptocurrency, or digital asset industry is highly preferred. - Strong understanding of customer service operations, performance metrics, escalation management, and service quality improvement. - Excellent communication, stakeholder management, and cross-functional collaboration skills. - Fluency in Mandarin Chinese and English is required to support Chinese-speaking customers and collaborate with regional stakeholders. - Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. - Willingness to be based in Kuala Lumpur, Malaysia. Preferred Qualifications - Previous experience as a Head of Customer Service, Customer Support Manager, Customer Operations Manager, or Customer Service Team Lead with substantial team management responsibilities. - Experience supporting regional or international customers in a high-volume, technology-driven environment. - Familiarity with payment operations, transaction-related enquiries, KYC processes, fraud prevention, and financial services compliance. - - Experience establishing customer service performance frameworks, training programmes, and scalable operating models. Pay: From RM10,000.00 per month Application Question(s): - Are you open to contact based job? 12 months, renewable Language: - Mandarin (Preferred) Work Location: In person
Наблюдалась 2026-10-15, впервые 2026-10-14, источник — Indeed.