- Kuala Lumpur Federal Territory Malaysia
Kerja Sepenuh Masa, Customer Service - Dispute Supervisor di Monee Federal Territory - Maukerja
Kongsi
Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
About The Team
Job Description:
Job Description:
- Team Leadership & People Management
- Lead, coach, and supervise a team of senior customer service agents to achieve daily operational targets and KPIs.
- Monitor individual and team performance, providing regular feedback, coaching, and development plans.
- Conduct performance reviews, one-on-one sessions and manage attendance, scheduling including workforce planning.
- Identify training gaps and work with the Training/L&D team to upskill agents.
- Drive a high-performance culture focused on accountability, accuracy, and customer-centricity.
- Operational Management
- Oversee end-to-end handling of customer disputes and transaction investigations.
- Ensure cases are processed within defined SLAs and according to internal SOPs and regulatory requirements.
- Monitor case queues, prioritize workloads, and manage escalations effectively.
- Review and approve high-risk, complex, or sensitive cases before final resolution.
- Ensure proper documentation, evidence gathering, and decision rationale are maintained.
- Quality & Compliance
- Work with QA to perform regular quality audits on dispute resolutions and customer communications.
- Ensure adherence to regulatory requirements, internal policies, and compliance standards.
- Identify process gaps, risks, and control weaknesses, and recommend corrective actions.
- Ensure vulnerable customer considerations and fair treatment principles are applied consistently.
- Stakeholder Collaboration
- Work closely with Anti-Fraud, Risk, Product, Compliance, Legal, and Payment Operations teams to investigate and resolve disputes.
- Act as a key escalation point for internal and external stakeholders.
- Participate in cross-functional meetings related to disputes trends, fraud patterns, and process improvements.
- Support regulatory, tribunal, or legal case requirements where necessary.
- Reporting & Process Improvement
- Track and analyze disputes trends, root causes, and operational performance metrics.
- Prepare daily/weekly/monthly reports on team performance, SLA adherence, and case outcomes.
- Identify recurring issues and propose process, system, or policy enhancements.
- Contribute to SOP updates, automation initiatives, and workflow optimization.
- Bachelor's degree in a related field or equivalent work experience.
- Minimum 3–5 years experience in customer service operations, disputes, chargebacks, or fraud investigations
- At least 1–2 years in a supervisory or team lead role
- Experience in fintech, eWallet, banking, payments, or BNPL environment is highly preferred
- Strong knowledge of disputes/chargeback processes and payment ecosystems
- Ability to manage conflicts and high-pressure escalations
- Proficient in CRM tools, ticketing systems, and MS Office / Google Workspace
- Ability to analyze data and generate performance reports
- May be required to support shift rotations, weekends, or public holidays depending on operational needs
Peringatan Penting
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