Qualifications

Bachelor Degree or equivalent Previous leadership or supervisory experience in a contact center is an advantage Previous experience in a contact center/customer service environment Successful track record as a Customer Service Representative Fluent in Burmese with a minimum CEFR B2 proficiency Able to understand English for training and internal communication Excellent verbal and written communication skills Strong customer service, active listening, and interpersonal skills Strong problem-solving and conflict resolution abilities Ability to identify customer needs and provide effective long-term solutions Demonstrated empathy and the ability to personalize customer interactions Passion for delivering outstanding customer experiences while representing the brand No disciplinary actions or Performance Improvement Plan (PIP) within the last three months Experience supporting customers within the financial services industry

Responsibilities

Lead, coach, and motivate a team of Customer Service Representatives to achieve operational and quality targets. Monitor team performance and provide regular feedback and coaching. Ensure excellent customer service is delivered through effective issue resolution and adherence to company policies. Handle escalations and support team members in resolving complex customer concerns. Foster a positive, customer-focused culture while maintaining high performance standards. Track and report team performance metrics and identify opportunities for continuous improvement. Ensure compliance with operational procedures, security standards, and company policies. Collaborate with internal stakeholders to improve customer experience and operational efficiency.