Customer Service Senior Associate

Role Overview: The Customer Service Senior Associate will play a key role in overseeing day-to-day customer service operations, ensuring service quality, process consistency, and continuous improvement across customer touchpoints. This role requires strong operational leadership, hands-on experience with customer service systems, and the ability to drive enhancements that elevate the customer experience. The ideal candidate is proactive, analytical, and comfortable collaborating across teams to refine service workflows and support system optimisation initiatives.Key Responsibilities: Lead the customer service team, providing guidance, coaching, and support to ensure high performance and service quality.Monitor customer interactions across all channels to identify areas for improvement and provide timely feedback to agents.Ensure all customer enquiries, issues, and complaints are handled promptly, accurately, and in accordance with service standards and performance metrics (e.g., CSAT, FCR, response and resolution times).Act as the escalation point for complex or sensitive cases, ensuring issues are resolved with a customer-centric approach.Support the continuous enhancement of customer service systems (e.g., CRM, live chat, ticketing tools), including driving requirements, reviewing workflows, and coordinating UAT for new features or fixes.Identify root causes of recurring issues or complaints and recommend proactive measures to improve customer experience and reduce friction.Benchmark service standards, refine customer service processes and SOPs, and identify best practices to elevate overall service delivery.Perform other ad-hoc tasks or projects as required.Qualifications and Requirements:Possess a Bachelor’s degree in any disciplineMinimum 3 years experience in customer service in the banking or financial services industry.Excellent verbal and written proficiency in English and Mandarin.Prior experience in setting up or scaling customer service infrastructure (e.g. systems, SOPs).Demonstrated experience managing multiple stakeholders and navigating operations with a continuous improvement mindset.Strong analytical thinking and problem-solving skills, with a proven ability to translate process challenges into practical, data-backed solutions.Strong written and verbal communication skills.