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- To plan and strategize to ensure smooth customer service operations.
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- To drive service improvements and standards to achieve excellent customer experience.
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- To develop and oversee customer enquiry, feedback and complaints channels and processes
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- To manage major cases of customer complaints pertaining to process and outcomes.
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- To leverage on technology for greater efficiency and customer satisfaction.
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To manage and oversee the implementation of call centre operations.
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The Requirements
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- Bachelor’s degree in communications/ marketing or other relevant fields.
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- Minimum 8 years working experience in customer relationship management for a reputable establishment.
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- Excellent conflict resolution skills.
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- Good report writing and project management skills.
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- Excellent planning and organizational skills and is very result-oriented.
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- Meticulous, good analytical skills and effective multi-tasking abilities.
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- Outstanding organisation and problem solving skills.
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- Mature, self-motivated, independent with strong sense of responsibility and initiative and work effectively in a team.
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- Excellent communication, relationship and interpersonal skills.
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- Proven achievement in prior employment.
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- Flexible, adaptable and resilience to work in a fast-paced, challenging and performance driven environment.
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- Excellent command of spoken and written Bahasa Malaysia and English.
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