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Head of Customer Service

  • Full Time, onsite
  • Syarikat Takaful Malaysia Keluarga Berhad
  • Kuala Lumpur, Malaysia
Salary undisclosed

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This role is responsible for leading and overseeing the strategy, planning, and execution of the organization's customer experience objectives. As the highest authority in customer experience, the individual will create, manage, and implement the customer experience strategy across the organization. The role focuses on managing daily operations within the Customer Service functions, which include Customer Care Management Support (CCMS), Call Centre, Correspondence Unit, Quality Assurance & Coaching, Banca Support, Customer Portal, Online Sales Portal (OSP), Chatbot, and other related customer service operations for STMKB and STMAB. Additionally, the role involves collaborating with department heads to ensure all teams contribute effectively to delivering a seamless customer experience across various touchpoints.