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...