Transform Customer Experience Champion
6 days ago
Transform Customer Experiences with Excellence
Job Description:- Drive Service Transformation: Develop and implement a service excellence strategy that enhances customer satisfaction, loyalty, and Net Promoter Score (NPS). Ensure initiatives are rolled out consistently and effectively.
- Service Quality Enhancement: Establish a robust service culture that embodies our service promise. Conduct regular service audits, provide direct coaching, and oversee training programs for Customer Service Officers and Service Coaches.
- Performance & Recognition: Lead team performance to achieve and exceed organisational service targets. Implement recognition programs to celebrate outstanding service delivery.
- Insight-Driven Decisions: Conduct service audits, analyse data, and develop actionable strategies to improve service quality.
- Cross-Functional Collaboration: Partner with marketing, branding, centre management, IT, and operations to integrate service excellence into the broader organisational strategy.
- Bachelor's degree and/or 6 - 8 years of equivalent practical experience.
- Exceptional interpersonal, verbal, and written communication skills.
- Demonstrated ability to work collaboratively within the team and with other departments to provide a high level of customer service.
- Ability to work under pressure and remain calm in high-stress situations while offering solutions to teams' needs.
- Strong analytical ability, great at data storytelling, and translating data into actionable insights.
At Frasers Property, we value diversity and believe it brings us closer to the communities we serve. We strive to create an inclusive culture that unlocks the power of diverse teams to drive our organisation forward.
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