Assistant Manager, Customer Response (Contact Centre)

The incumbent will assist in establishing Contact Center objectives in managing support for customer requesting Roadside Assistance services, provide representatives with opportunities to expand the staff’s knowledge on Roadside Assistance services, products, and troubleshooting techniques, analyze operations Inbound data, and focus on improving performance and processes to better support customers during the point of requesting Roadside Assistance Services (Minor Breakdown, Towing Services).

Job Description:

• Ensure Calls and Emails responded are managed as per the Service Level

• Ensure Emails received via Customer Channels responded are managed as per the Service Level

• Case efficiency Management –SLA for each defined TAT

• Accurate System updates –CRM, Core Systems,KEC, ISM & Reporting Templates

• Prepare Daily Reports on Service Level and Staff Productivity Report of the function

• Resolve / Follow-up customer / partner matters

• Respond to various requests from customers/agents/HQ (Motor or Non-Motor)

• Attend to Escalation of Complaints

• Ensure effective and efficient administration of day to day business operations in line with SOP across all support functions

• Assist other queues or leads in day to day Operations

Compliance

• Ensure compliance with regulations and laws

• Ensure good corporate governance is practiced and are being exercised by the team

People Management

• Supervisory role over Inbound Execs

• Build an organization that attracts and retain talents to ensure critical business processes

are highly efficient and effective

• Provide ongoing coaching and support to staffs to enhance their skills and performance.

Complaint Management

• Establishes and maintains policy and SOP to handling of customer complaints.

• Coordinate and be the point of contact to liaise with the regulatory and mediation bodies such as Bank Negara Malaysia (“BNM”), Ombudsman for Financial Services (“OFS”) with regards to any complaint related issues, complaints, investigations or clarifications.

• Complaints Statistics Statistical Officer for BNM Half Yearly reporting.

• Oversight of complaints handled by all Departments to ensure adequate root cause analysis, and appropriate corrective actions.

• Perform regular analysis of the data and furnish reports, or ad-hoc analysis and reports as required.

Requirements

• Diploma / Bachelor’s degree in business administration or business management, communication, Customer Service Management or related fields
• Minimum 7 years working experience in Contact Centre Operations & Customer Experience
• Preferred 5 years’ experience in insurance industry
• Extensive experience in Contact Centre operations from People Management, Process and Technology standpoint.
• Excellent analytical and data-driven decision-making skills, with the ability to use customer insights to drive continuous improvement.
• Knowledge of customer service best practices and industry trends, with the ability to apply this knowledge to improve customer service operations.
• Knowledge of Roadside Services handling & Fleet Operation or Motor Technical skills is a plus
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels of the organization.
• Added advantage : Possess COPC Certification (Customer Operations Performance Centre) and/or Six Sigma Certification (Yellow Belt & Above)