Service Designer, Customer Advocacy
- Full Time, onsite
- RHB Banking Group
- Kuala Lumpur Other (Banking & Financial Services) Full time Add expected salary to your profile for insights, Malaysia
Salary undisclosed
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Key Responsibilities:
- Oversees quality of day-to-day service provision by reviewing customer feedback and organizing sessions to communicate points of improvement to Receiving Touchpoints and Service Providers
- Perform callback on post resolution feedback analysis on all complaints to improve complaints-handling approach, identify hygiene factors and fix for non-retail businesses (inform Retail Strategy/Product Tribes/Squads for retail initiatives)
- Possess significant understanding of end-to-end customer journeys
- Draft Manual, policies and framework for complaints handling
- Execute and plan Change Management strategies
Requirements:
- Degree in any discipline or equivalent professional qualifications
- Minimum 5 years in a Service or Operations role in a Bank or Service Industry
- Strong interpersonal skills and language proficiency
- Professional Certification of Trainers
- Certified CX Professional (CCXP)
- Certified Change Management Professional (CCMP)
- Member of any Certified Customer Experience (CX) Professional Body/ Association
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