Job Description

• Formulate and implement customer services related strategies and direction
  
• Build standard Operating Procedure (SOP) and ensure the workflow of the department runs smoothly and efficiently
  
• Ensure Service Level Agreement with both external and internal parties are delivered
  
• Manage Inbound & Complain Team
  
• Manage collection/ reminder team to ensure prompt follow up of billing failures
  
• Win Back Management
  
• Forecast call volume, calls lists and do workforce/resource planning base on it
  
• Maintain good relationship with both Customers and Business Partners
  
• Ensure management of complain handling is efficient and achieve customer satisfaction and OIC requirement
  
• Coordinate with other departments in order to maintain a persistent improvement in customer services
  
• Assist other departments in product and service promotion
  
• Monitor and develop staff performance and skills : train, develop and monitor staff’s skill and performances
  
• Report on SLA, cancellation-retention, service to sales and win back results
  
• Others as assigned
  

Qualifications

• Bachelor's Degree or equivalent
  
• Working experience in customer service/ call center/ customer satisfaction area in the credit card, banking or telecommunication industry
  
• Experience in managing a team with strong leadership skills
  
• Experience in insurance industry is an advantage.
  
• Experience in business strategy development and planning
  
• Desire and ability to work with peoples of various cultures
  
• Strong customer focus and a sense of urgency on all customer requests are critical for this position
  
• Excellent command of English both verbal and written