26 May 2019
Job ID: BK-88647
Team Leader - Global Customer Support/หัวหน้าทีม - ฝ่ายบริการลูกค้าทั่วโลก

At Tutuka, we think everyone should have access to user-friendly payment services. We make connecting easy, by making simple, safe payments happen for people around the globe. We enable payments via virtual and physical cards for partners like banks, telcos, retailers, developers and fintechs across the world.

Job Description:

We are looking for a Team Leader to join our dynamic Global Customer Support team!

Based in Bangkok and working in a fast paced and target driven environment you will be managing a small team of global customer support consultants - driving performance forward.

Strong managerial experience is essential for this role, you must be vibrant, positive, hard working and articulate in order to be successful. In addition to this you must be able to motivate team members towards success.

The role will entail:

  • Acting as a leader and coach for the customer support team
  • Exercising and sharing your expert level knowledge of customer services and (technical) query resolution
  • Identifying and implementing process improvement
  • Training, educating and nurturing the team's knowledge base 
  • Acting as a point of escalation for any complex customer care issues
To be considered for this role, we're looking for the following skill-set:
  • You have a minimum of 2 years’ experience in a supervisory role in a call centre/customer service environment, managing a small to medium size team
  • You are open to working shifts and working on public holidays, weekends or after hours
  • You love dealing with team members and clients all over the world
  • You have a good command of both Thai and English languages - well-spoken and well written (more Asian languages, like Vietnamese or Mandarin would be a bonus)
  • You have a good telephone manner and enjoy interacting with clients on the phone, face-to-face, via email and chat
  • You are techno savvy - be able to grasp and learn how to work with multiple systems, do technical troubleshooting and enjoy resolving technical queries
  • You are process driven – able to come up with processes and able to follow processes and have a problem-solving approach to queries
  • You have the ability to multitask and handle calls, emails and face-to-face customer service
  • You love to support internal and external customers
  • You are open to communicating with team members via video calls and instant messaging
  • You are proactive and eager to solve things for the customer, for the team and across other teams (self-starter who is motivated and eager to learn and grow)
  • This is not a position for someone who needs to be micro-managed - you should be able to take ownership and be accountable and proactive
  • You have a passport and be able/comfortable to travel (to South Africa) if required)
  • Tutuka's office is based in Chidlom, so you will have to commute to and from there

Lots of space to challenge yourself:

  • Learning about how the payments industry works
  • Working with global clients and partners
  • Working across multiple teams
  • Helping to grow our technology by understanding your customer’s needs, and conveying that into tangible applications

What's in it for you:

  • Working at the cutting edge of payment innovation
  • International exposure and experience

If you can see yourself in this role and feel you can add to the ongoing success of Tutuka, then please get in touch and apply. 

Tutuka looks to build strong, diverse teams built from different backgrounds, experiences and identities.


Job Details:

Tutuka
Tutuka is a global payments enabler. We think everyone should have access to user-friendly payment services – and so our goal is to make connecting easy, by making simple, safe payments happen for people around the globe. We plug telcos, fintechs, banks and any closed loop wallet into the Mastercard and Visa network, instantly enabling card association functionality – without requiring any card issuing experience or security investment. Making payments easy for our clients means we’re always pushing the boundaries developing unique simple solutions to complicated processing problems. Tutuka offers cutting edge products in the NFC, virtual card, MDES and MasterPass environments. We're MasterCard and Visa's premier processor for mobile companion cards across Africa, the Middle East, Asia and Latin America – and also the world’s first and only prepaid processor of mobile companion cards for telcos and mobile wallets. In South Africa, we’re the leading prepaid provider, powering gift cards at the majority of shopping malls and retailers, as well as insurance cards, payroll cards, and the largest loyalty card program in the country. We concentrate mainly on emerging markets because we’re passionate about creating better opportunities for people outside of the mainstream financial ecosystem. As we grow transactions for our partners, we also drastically change people’s wellbeing.

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