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全职 Customer Service Supervisor - Disputes 工作, 薪水, Monee WP Kuala Lumpur 公司招聘中 - Ricebowl

Customer Service Supervisor - Disputes

Monee

Undisclosed

全职

KL City, WP Kuala Lumpur

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工作地点

  • Kuala Lumpur, Kuala Lumpur Kuala Lumpur WP Kuala Lumpur Malaysia

职位描述

岗位职责

About the team:

Job Description:

Requirements:

-

1. 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.

    • 2. 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.

    • 3. 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.

    • 4. 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.

    • 5. 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

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