Service Quality Manager
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
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.
A university degree in any discipline with minimum 4 years of relevant work
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.