Asst Manager - Customer Experience

About the role

This role is to ensure performance management of the outsourced team in driving SLA's, prompt and effective resolution of customer complaints, enhancing overall customer satisfaction, maintaining the integrity of service standards and identifying and driving improvements related to policy, process and technology.

What you'll do

• Supervise Complaint Handling : Oversee the daily operations of the complaint department
• Drive Key Performance Indicators (KPIs) applicable in a complaint management process eg First response time, Overall resolution time, First contact resolution (FCR)
• Reporting : Prepare regular reports on complaint metrics and present findings to senior management

What you need

• 6–8 yrs of experience
• Complaint handling
• Customer service
• Performance management
• Problem solving
• Any graduate