Customer Solutions Team Leader

COMPANY DESCRIPTION

About CRIF

CRIF is a global leader in credit bureau, business information, and credit risk solutions. We elevate businesses to the next level with an expert blend of data and analytics. Through data-driven insights, we empower businesses to make confident, sustainable decisions across the credit lifecycle, while mitigating risk and fuelling growth.

Headquartered in Itay with more than 6,000 professionals worldwide, we operate in 39 countries across four continents. We have a strong presence in Asia with regional headquarters in Hong Kong SAR and Singapore, as well as offices in key cities including, Dushanbe, Hanoi, Ho Chi Minh City, Jakarta, Kaohsiung, Kuala Lumpur, Manila, Shanghai, Shenzhen, Taipei, Taichung, Tashkent, Tokyo and Zhongli.

JOB SUMMARY:

This role is dedicated to delivering exceptional customer service while cultivating strong relationships with CRIF Plus and regional account customers, as well as enriching partnerships with suppliers and global stakeholders like D&B, SEC and third-party sources. It involves leading and mentoring the Customer Support team, resolving escalated issues, and ensuring effective use of systems such as Task Manager, SAP, COS, Esearch, SEC Express, and BNRS etc. The position includes training staff, monitoring KPIs through Task Manager, and aligning support efforts with organizational goals via cross-functional collaboration. It also ensures compliance with client agreements and CRIF policies, identifies process improvement opportunities, and performs additional assigned duties.

KEY RESPONSIBILITIES:

• Ensure the delivery of exceptional customer service that meets or exceeds established standards.
• Monitor customer interactions and feedback to identify areas for improvement and implement strategies to enhance satisfaction and loyalty.
• Build quality relationships with customers belongs in CRIF plus account and regional accounts
• Enrich supplier and global relationships with internal and external stakeholders like D&B SEC, third party sources etc.
• Lead, mentor, and motivate the Customer Support team to consistently deliver high-quality service.
• Maintain a comprehensive understanding of service tasks, system functionalities, and customer engagement tools to ensure effective support delivery.
• Facilitate training on customer support principles and procedures to improve service quality.
• Ensure the effective and accurate utilization of operational systems and applications, including Task Manager, SAP, and COS, Esearch, SEC Express, BNRS etc to support daily business activities.
• Track key performance indicators (KPIs) and service metrics to assess and improve team effectiveness using Task Manager application
• Collaborate with internal departments to align support efforts with organizational goals and ensure clear, timely communication.
• Monitor adherence to client agreements and service level commitments, addressing any discrepancies or issues related to contract execution.
• Identify opportunities to streamline support processes and implement best practices to enhance operational efficiency.
• Handle escalated customer concerns with professionalism and ensure timely resolution of complex issues.
• Enforces CRIF regulations and policies
• Perform other duties as assigned.

QUALITY MANAGEMENT

1. Provides a high level of customer service
2. Ensures that the back-office requirements of existing clients are addressed by internal stakeholders.
3. Suggests process improvement efforts, to ensure a high and consistent standard of service of CRIF.

REPORTING RELATIONSHIP

1st: Customer Solutions Manager

WORKING CONDITION:

The employee will be working in a hybrid office set up.

ACCESS TO CONFIDENTIAL FILES:

Sales Contracts, Service Level Agreements, CRIF database.

QUALIFICATIONS / REQUIREMENTS:

-Bachelor's degree in
Business Administration
,
Marketing
,
Communications
, or a related field, with strong academic performance.

-Preferably with
experience in financial services
, banking, fintech, or related industries. Minimum of
3-5 years of progressive experience
in
customer service
, account management, or client-facing roles, with at least
1-2 years in a leadership or supervisory capacity
.

-Proven ability to
lead and develop high-performing teams
, manage performance metrics, and foster a collaborative and customer-focused work environment.

-Exceptional
verbal and written communication skills
in English. Able to communicate clearly, confidently, and professionally across various levels, both internally and externally.

-Strong commitment to
customer satisfaction
and ability to resolve complex client issues with empathy, urgency, and efficiency.

-Demonstrates solid
analytical and decision-making skills
, with the ability to identify root causes, manage escalations, and implement effective solutions under pressure.

-Highly
detail-oriented
and capable of managing multiple tasks with minimal supervision. Shows
initiative
, accountability, and a proactive approach to continuous improvement.

-Comfortable working in
fast-paced, dynamic environments
with changing priorities. Agile mindset with the ability to pivot strategies and support transformation initiatives.

-Excellent
interpersonal and relationship-building skills
, with the ability to work effectively with cross-functional teams and external stakeholders.