
Senior Executive/asst Manager, Customer Experience Department
2 weeks ago
**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.
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