Customer Care-Performance & Process Management
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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
