Supervisor - Customer Service

Aufgaben 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 Qualifikationen 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)