Job Description

Assist & Support in executing departmental targets and operational goals.

Assist in planning and heading training matters for all CSOs, including new systems.

Monitoring of manpower planning, ensuring KPIs are met.

Reporting of weekly/monthly data

Ensure all customer issues are resolved at the given timeframe

Submit requests to relevant departments to prevent re-occurring issues and recommend process and procedure improvements.

Handle and process sales orders based on customer’s requirements.

Handle customer complaints, provide appropriate solutions and alternatives and follow up to ensure resolution.

Evaluate the nature of each inquiry and determine the appropriate action to complete the inquiry.

To support change in systems and requirements related to CS in accordance to requirements of organisation as well as system functionality.

Review department processes and proposal of new effective ways to improve department's efficiency.

To consistently strive for continuous improvement and to have the right mind-set to seek out opportunities for enhancements to quality, productivity and service to customers.

To prepare individual staff performance checklist based on tasks/workload/attendance/ punctuality and conduct quarterly review with staff for individual quality improvement initiative.

Transfer of knowledge, skills and abilities

Support in development of content and learning materials for use training of existing and new CSOs as well as ensuring all CS training checklists are up to date.

Job Requirements:

Able to Analyse data metrics, feedback and trends on various platform, and present results in an effective manner

Identify issue and opportunities for developing CS process improvement solutions

Ensure Customer Satisfaction, relationships & experiences.

Minimise gaps in customer service processes and delivery

Training of Employees

Proficient in Microsoft Office

Knowledge of customer service practices

Experience in mediation and conflict resolution techniques

Minimum 3 years of related working experience