Job Description
Job Overview
YOUR TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMER
Responsibilities
- Lead, motivate and supervise Customer Care Advisors (Tracing, Service Desk) & CCU to ensure that all customer's requests (Trace/ Remote Booking/ Complaint/ Claim) are attended to in accordance with stipulated global and regional performance standards, targets and processes
- Interact with Customers in a professional manner for effective service recovery and/or pay visits where service recovery actions are deemed essential as an extension of customer care
- To manage service recovery incidences to ensure customer satisfaction is uncompromised, by collaborating and coordinating with relevant stakeholders.
- To be aware and understand the root cause of cases handled by their team and proactively identify process improvement where relevant.
- To ensure all escalation is resolved timely and ensure proactive action...
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