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Customer Care-Performance & Process Management

Salary undisclosed

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Responsibilities:

Reporting to the Head of Escalation Management, your role is detailed below:

-Business owner of the Escalation management in Malaysia

-Business owner of the L3 team’s performance in Malaysia

-Take lead in resolving high-risk escalation from C-level, regulator bodies, including court attending

-Take lead in driving down the Buyer/Seller frictions, be it from identifying top friction through data analysis to drive the collaboration with stakeholders to close the loop

-Take lead in driving the Malaysia L3’s efficiency, increase the productivity and lower the cost

-Collaborate with stakeholders across CC team to find improvement opportunity regarding escalation

-Ensure the customer satisfaction at targeted level

-Raise the awareness of high-risk escalation through assessment and top friction sharing

-Other tasks as assigned by the Head of Escalation Management

Requirements/Qualifications(must have)

  • 2+ years of experience in operation and performance management
  • 3+ years of management experience position
  • Strong leadership skills, excellent judgment, strong sense of ownership and problem-solving abilities
  • Excellent interpersonal and communication skills
  • Solid, detail-oriented documentation skills
  • Strong data analysis skills
  • Professional presentation skill