assistant manager, quality service planning
2 weeks ago
[What the role is]
You will be involved in enhancing productivity and efficiency of the service delivery chain to meet corporate and PSD standards. You will be part of a team to drive new business solutions, streamline work processes and guidelines while working closely with internal divisions and external agencies to improve feedback processes, systems or operations to meet service excellence standards amidst other responsibilities that may be assigned on an ad-hoc basis.[What you will be working on]
Assist in the day-to-day management of the feedback management system, which includes tasks such as following up on incident tickets and performing user testing.
Perform regular checks on cases and send out reminders to ensure prompt closure.
Work closely with stakeholders to gather user requirements for new feedback management system.
Leverage data and insights gathered to recommend and drive continuous improvements in customer experience, processes and/or systems.
Assist in managing the self-help channels (e.g. Chatbot, Voice bot, etc) which include content creation/deployment /maintenance, user testing and continuous training to improve the performance of the self-help channels.
Create and maintain detailed documentation pertaining to chatbot conversational flows, intents, platform configurations and best practices.
Manage the transition to and from different service providers, including assessment of the features and functionality, user friendliness, user interface and user experience.
Deliver excellent customer service, ensuring all escalations and feedback are attended to and addressed promptly and professionally
Perform any other duties and responsibilities as assigned by supervisor.
[What we are looking for]
Knowledge in any discipline, preferably a customer service-oriented and analytical individual with strong desire to constantly learn and make improvements.
Excellent verbal and written communications and project management skills; able to collaborate and work closely with internal and external stakeholders.
Adept at problem-solving, resourceful and proactive.
Quick thinker, agile and able to learn things on the fly.
Able to multitask, prioritise and have good time management.
Strong team player with a high level of initiative and able to work independently and under pressure.
Meticulous and inquisitive with strong follow-up skills.
Flexible, open to new ideas and able to implement solutions effectively.
As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.
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