Job Description

Key Responsibilties 1)Complaint Management . Monitor and response all complaints and inquiries via email or voice call. . Accountable to support the complaint management by monitoring the complaint portal, validating evidence, and submitted documents, follow up with case resolution owners on the investigations result and communicate to complainant on the resolution. . Update and prepare reports and cases tracker for review by internal stakeholders. . Lead the monthly internal meeting with resolution owners and internal stakeholder team. . Take ownership of customers\' issues and follow-through from complaint logged to resolution stage execution. 2)Customer Master Data . Responsible to process new or updated Customer account in SAP and follow through with process approval by other functions until account creation. . To resolve any issues or challenges related to new account creation in SAP. . To support team lead on monthly cleansing of customer data lens in SAP. . Responsible to update PLMM Customer master data in PLI SAP as and when required. 3)Customer Service Quality . Identify tasks critical to keeping customer satisfaction levels in check. . Build strong and lasting relationships with customers and internal stakeholders. . Participate in team\'s continuous improvement practices to improving daily operations orcustomer\'s journey with CSC/PLI. . Ensure all correspondence and inquiries are dealt with in accordance with agreed performance standards and closed out within the agreed SLAs. . Ensuring all relevant communications, records and data are updated and documented. . Primary point of contact to help / support the CSC community on system \'process\' relatedactivities (includes troubleshooting on SAP/CMS/Complaint Portal/Sharepoint etc. . Responsible to support, assist and document the processes that is managed andundertaken by the PLI Customer Service Centre, including processes between its crossfunctional stakeholders and end customers. . Render administrative support when the need arises, or as instructed. 4) Reporting and Analysis . Support team lead/manager with data collection/input for meaningful reports to measure interactions with customers and overall Customer Service Centre performance. . Accountable to participate in continuous improvements seeking process improvement i.e., constantly look for ways to improve work processes. . Support presentation or documents required by team lead, as and when required. . Work collaboratively with Business Technology to support CSC digitalization initiatives. 5)Administrative Activities . Collaborate with different teams and departments to provide expertise and insight. . Facilitate team activities or engagements within or with other functions. Job Requirements Passionate about customer services and data analysis. Ability to listen and active problem-solving skills. Independent, self-motivated, good communication skills, analytical, mature, proactive, and able to work independently under minimum supervision. Highly detail oriented and organized. Good working knowledge of PC and strong skill in Microsoft Excel / PowerPoint etc. Proficiency in written and spoken English. Knowledge of SAP is a bonus. Kindly whatsapp your updated resume to 012-792 9855 (Wayne)

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