Senior Executive/Asst Manager, Customer Experience Department

Job Responsibilities 

Enhance client’s experience by monitoring and analysing service level, planning, implementing and evaluating service quality initiatives and solutions.
 
•    Conduct service gap analysis on various touchpoints to understand the challenges clients/staff face on ground.
•    Support in planning and executing service improvement initiatives and tracking its effectiveness. These include but are not limited to designing and facilitation of workshops, campaigns and process improvement initiatives.
•    Provide project management support for service improvement projects and any other initiatives by the department.
•    Support training administration and development function.
•    Track, analyse and report client experience touchpoints performance and satisfaction measurement.
•    Collaborate with different functions and/or agencies to ensure adherence to service standards stipulated.
•    Provide secretariat support to meetings and other workgroups or committees as assigned.
 
Job Requirements
 
•    Degree in any discipline.
•    At least 2 years of working experience in customer service and/or quality service management.
•    Good oral and written communication skills.
•    Proficiency in Microsoft Office.
•    Strong analytical, organisational and planning skills with an eye for details.
•    Strong problem-solving skills and able to multi-task under tight deadlines.    
•    Team Player with high level of initiative and able to work independently.