Job Description
Translate the company's corporate objectives and core values into handling plan for each customer. Communicate politely and timely with customers and stakeholders by SMS, email, letter, face to face, and telephone calls. Maintain awareness of customer needs through regular contact via SMS, email, letter, face to face, and telephone calls both proactively and reactively. Provide advice and assistance to customers that are using the products or services of the company. Investigate and solve customer's long -standing or complex problems passed on by various sources. Provide effective service recovery in addressing customer's needs by ensuring compliance to service recovery procedures and minimizing costs through corrective actions Provide timely and accurate update of assigned cases to Senior Management Team, respective authorities and stakeholders. Work with stakeholders to investigate complaints and suggest improvements. Identify and highlight issues that impact policies, processes and procedures for the necessary changes/improvements. Develop strong business relationships with all stakeholders to ensure the appropriate delivery and communication of processes improvement. Maintain accurate and timely records of correspondence or discussions with the customers in various systems. Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department. Keep abreast of developments and changes in products, services, policies and procedures by reading pertinent journals, attending briefing/meetings and courses. Participate in a variety of special projects as requested, including explorations of system or process improvements and etc. Prepare advisory notices for customers that demonstrate inappropriate behavior. Educate customers and correct customer's expectations through effective communication and negotiation.
