Customer Service Team Lead - VN

About Us: Hytech is a leading management consulting firm specializing in driving digital transformation for businesses in the Fintech industry. We currently operate in 172 countries with over 1,000 employees in more than 30 offices worldwide. As part of a global network, we operate brands across various locations, including Sunton Tech in Australia, Duotech in Singapore, and International Connect Services and Centerfield Business Solutions in Malaysia. Our Philippines Team: We support trading and investment companies in the financial technology sector. Our team is expanding, as we currently handle global accounts and are aiming to provide 24/7 support. The Philippines team is an extension of our teams in Taiwan and Malaysia. What We Do: We combine innovative thinking with unmatched industry expertise to deliver end-to-end data-driven solutions in cloud services, cybersecurity, IT consultancy, and other support services. We’re committed to providing bespoke solutions that meet our clients’ needs and goals. About The Role: As a Customer Service Team Lead, you will be responsible for maintaining high customer satisfaction by establishing service performance benchmarks, providing expert guidance and efficient issue resolution, and proactively identifying customer needs to deliver tailored solutions and ensure a consistently positive customer experience. Responsibilities: Customer Service and Problem Solving: Aid in setting up and measuring team and individual customer satisfaction metrics, setting benchmarks for excellence in customer service. Serve as a subject matter expert within the team, proactively addressing customer concerns and predicting their needs to provide efficient issue resolution. Maintain a consistently positive, patient, and empathetic service demeanor. Ensure a positive customer experience and satisfaction by identifying potential customer needs and opportunities and delivering tailored solutions. Process and Change Management: Support the implementation of change initiatives and new processes, contributing to the optimization of current workflows. Lead and manage the documentation of procedures and Standard Operating Procedures (SOPs). Possess in-depth knowledge of serviced brands, including products, trading platforms, promotions, account opening procedures, and transaction processes. Contribute to the development of new business knowledge by providing insights and suggestions to collaborative teams during the pilot stages of new initiatives. Utilize data analysis to proactively find recurring issues, develop actionable plans, and lead solution implementation to prevent future occurrences. Team and Talent Management: Foster a learning environment within the team, sharing experiences and oversee the development of a talent pipeline for future business growth. Provide mentorship to experienced team members and key personnel. Independently create teamwork plans and schedules and propose KPI assessment criteria for team approval. Oversee the overall performance of the team, addressing day-to-day management challenges independently. Deliver comprehensive training and guidance to team members, enhancing their skills and knowledge in preparation for future career advancement. Design and implement effective training programs, offering constructive feedback to help performance improvement. Under managerial guidance, develop team structures, conduct targeted recruitment, and manage talent retention and development. Qualifications and Requirements: Education: A bachelor's degree in business administration, management, or a related field preferred. Experience: At least 3-5 years of experience in customer service, with a minimum of 1-2 years in a supervisory or leadership role, preferably within the fintech sectors. Leadership Capability: Able to lead, inspire, and drive high performance within teams. Analytical Acumen: Strong analytical and critical thinking skills with a purposeful approach. Communication Excellence: Exceptional communication and people skills, capable of effectively engaging a diverse range of stakeholders. Flexibility and Adaptability: Willingness to adapt to changing situations and manage multiple tasks simultaneously in a challenging environment. Language: English and Mandarin . Any other language would be a value add. What You Can Expect: Career Growth – Join a pioneering account and unlock your full potential while working with dynamic individuals. Competitive Salary – We value your hard work and offer a fair wage for your efforts. Positive Working Environment – Our goal is to create a workplace where you feel motivated and proud to contribute. Work-Life Balance – We prioritize the wellness of our employees and ensure a fulfilling and enjoyable work experience. Company Perks: Convenient and travel-friendly office location Non-taxable allowances covering rice, medical, clothing, and laundry expenses Complimentary coffee and snacks available in the workplace Employee referral program with incentives Opportunities for career development and internal growth Supportive and collaborative work environment Team-building activities, company events, and birthday celebrations Why Join Us? We believe in fostering a true sense of teamwork. If you're looking for a structured, supportive environment to grow and make an impact, this opportunity is perfect for you. Ready to take the next step? Click the “Apply Now” button to connect with us or email me at <[email hidden]> to refer someone who might be a good fit. We look forward to welcoming you to our team!