Service Quality Manager

Job Description

The Service Quality Manager is responsible for completing day-to-day feedback and

complaint handling relating to our business and support units lodged through Call Centre as

a touch point.

Main duties include:

• Acts as the main contact point for all intra and/or inter-department feedback and

complaint handling.

• Liaise with affected business or support unit to determine the cause of the issue

and resolution for the customer.

• Ensures prompt resolution of customer issues lodged and performs service

recovery where necessary.

• Collates and studies customer issues and identifies service gaps in the customer

experience. Recommends improvements in work processes or systems based

on identified gaps.

Requirements

• A university degree in any discipline with minimum 4 years of relevant work

experience

• A strong customer service mindset with good communication and excellent

problem solving and complaint management skills.

• Possess strong interpersonal skills and able to work independently and as a team.

• Good knowledge in credit card &/or banking products would be an advantage.