Customer experiance executive

1 week ago

Singapore Thomson Medical Pte Ltd Full time

Executive/ Senior Executive, Customer Experience is responsible for anchoring the feedback managementsystem from all channels (e PEQ, Vo C, Mailbox, social media etc). He/She will also need to ensure accuracy ofdata collected and provide study and analysis of the data. He/She will be handling the administrative andlogistics duties of customer survey/ focus group and all service training. Primary Duties & Responsibilities Manage feedback from all channels and ensure timely follow-up and closure by all departments. Work with all departments to ensure that feedback is addressed as soon as possible. Respond and follow up with simple customers’ feedback and escalate to next level if necessary. Provide monthly reports to departments. Share and present insights on suitable alternatives and solutions for improving service workflow by working with the relevant departments on areas of improvement required. Provide data to Quality Management for their Rewards & Recognition programme, Sustainability Report, andEnterprise Risk Management Report. Study and analyze data to prepare Performance Improvement Committee (PIC) report on Service Quality. Track and monitor customer experience and customer satisfaction indicators and ratings. Document appreciation and commendation for staff who have done well, in charge of ‘Message of the Day’ (MOTD) to highlight the extra mile service provided by named staff. Ensure efficient process and operation for feedback management and case management system. Perform all administrative and logistics duties for customer survey/ focus group and service training. Develop and facilitate Service Training/ Training Assessment/ Training Evaluation, including administrativeand logistics matter required for training. Secondary Duties & Responsibilities Internal Audit role & Scribe for External Audit. Providing support for work plan design, strategic retreat, quality day and service-related planning. Any other duties assigned by management. Requirements: Minimum Diploma level At least 2 years’ experience in customer experience, customerservice or hospitality industry. Must be conversant in computer program such as Microsoft Word, Power Point and Excel Good written and verbal communication skills Proficient with Microsoft office #J-18808-Ljbffr

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