Job Description

• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)

• Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth
• Establish performance benchmarks and hold team to those goals
• To attend to customer enquiry & reporting to customer and management.
• Resolve customer conflicts and handle escalation procedures
• Communicate and roll-out customer service related initiatives within the station/ country in line with the corporate directions
• Provide guidance and training to the CS team
• Act as escalation point to the CS team for any matters/ issues that needs a management decision
• Audit CS processes against customers\' SOPs to ensure compliance and agreed upon customer KPI.
• Review and approve work instructions created by CS for all the accounts
• Carry out assessment of the team and evaluation of their performance
• Ensure resource optimization and high operating efficiency of the department
• Participate in business review sessions identifying areas for improvement, reviewing KPI\'s and enhancing overall service quality.
• Ensure the expectations of the customers - KPI\'s, contract provisions, metrics, etc.
• Work closely with Sales/ Account Management Team in developing local relationships, participating in business review meetings, gaining new revenue opportunities and development of solutions.

• KWSP
• SOCSO
• Medical claim included
• Annual and medical leave shall be in accordance with the prevailing Labour Law

• Allowance Provided

Ricebowl