Senior Officer, Customer Experiences Support
5 months ago
Position Summary
- Manage happy call team for customer Satisfaction Survey and analyze customer feedback & find customer insight and work with Service center (SVC) for Improvement plan, Weekly & Monthly customer dissatisfaction report
- Proactively monitor dissatisfaction cases from Happy Call Survey and follow up to prevent claim case
- Analyze detractor cases from eStore NPS survey, follow up, recovery and summary report share to CS Management and related team by weekly
- Manage happy call team for Customer Satisfaction Survey D2D Service and summary report share to CS MX Support by weekly
- Manage happy call team for Customer Satisfaction Survey Door Step Service and summary report share to CS MX Support by weekly
- Establish Case study Share & Train Service Center nationwide for Service Quality improvement Purpose
- Summary CMI to CS Management, Service Center, GBS by weekly
Role and Responsibilities
Skills and Qualifications
- Develops professional expertise by complying with company policies and procedures
- Works on problems of moderate scope where analyzing situations or data requires a review on various factors
- Exercises judgment within defined procedures and practices to determine appropriate action
- Normally receives general instructions on routine work with detailed instructions on new projects or assignments
- Generally requires a bachelor's degree with a minimum 2 years related experience, or advanced degree without experience
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