Complaint Management and Service Recovery Manager

Job Code:

05003020


Date Posted:

7 Aug 2020

Salary:

Negotiable

No of vacancies:

1

Gender

(Any)


Description:

The role is responsible for overall Service and recovery management including reporting of all customer related complaints within specific timeline. 

Job Description

  • Single point of contact for all complaints related in all channels
  • Maintain global standard SLA for Service Tickets / Complaints handled
  • Critical Operation Escalation Management.
  • Workforce roistering, attendance and punctuality monitoring of the team.
  • Agent’s productivity monitoring, briefing update information and coaching.
  • Collection of data and report preparation of Customer Service Complaints Management Performance Dashboard.
  • Motivate team and minimize attrition rate.
  • Keep abreast with up-to-date knowledge of emerging trend in Customer Service Operations Management.
  • Highlight critical issues to reporting manager and other related team whenever necessary.
  • Checklist for operation equipment and infra all went well.
  • Escalate necessary complaints to business owners for action required.
  • Analyse complaints trend and keep data updated.
  • To manage the resolution of customer complaints within given turnaround time.
  • Maintain NPS monthly performance global standard.
  • Social Media, email and other source Q/R/C Management.
  • Ensures effective resource planning through staff recruitment.
  • Monitor & report daily performance parameters.
  • Review team on weekly/Monthly/Quarterly basis.
  • Track team performance and individual performance regularly.
  • Follow up Service failures for fast recovery and closure of issues.

Requirement:
  • Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies/ Administration/ Management, Finance/ Accountancy/ Banking or equivalent.
  • Ability to command both spoken and written in Myanmar and English.
  • Strong knowledge in Microsoft Office and contact center related applications.
  • Possess strong problem solving skills, leadership, professional maturity, communication skills and ability to work independently.
  • At least 5 year(s) of working experience and managing a large team in the related field is required for this position.
  • Experience working in contact center of banking / financial services would be an added advantage.