Senior Service Excellence Executive

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Key Responsibilities:

  • Be the Single Point of Contact (SPOC) for all Service Management related activities.
  • To interact with Customers & Team Leads in ensuring that Service Level Agreements are met consistently.
  • To lead or be part of Continuous Service Improvement activities.
  • To perform/ assist in Root Cause Analysis as-when-necessary.
  • Provide input on process improvements, survey and analyze “best practices”, mentor, and influence, teach and coach individuals and teams in process improvement activities and methodology.
  • Initiate actions to raise customer satisfaction level.
  • Ensure all KPI reports and other ad-hoc reports are generated accurately within agreed time frame.
  • Proactively liaise with business customers or delivery team leaders for all works related to data gathering and completion of reports.
  • Gather and thoroughly analyze data, by coordinating with appropriate technical, compliance, business staff and management, and conduct baseline quantitative and qualitative metrics work.
  • Reporting & Statistical Analysis of data mined and gathered from the ticket logging and tracking system.
  • Prepare, manage and review related Service Management process documentations.
  • Managing compliments/complaints/escalations/Non-compliance database.
  • Complete audit work papers and memoranda by documenting audit tests and findings.
  • Attend/ Conduct review meetings as and when required.
  • Overall Quality supervision to ensure adherence to the client norms. Example: call/ email etiquette, dress-code, general behavior etc.
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  • ExperienceFresher
  • LocationMalaysia