Report to: Quality Assurance Manager

Key Accountabilities

Quality Assurance (80%):

• Build up and implement the FLOD (First Line of Defense) procedures for CS frontline.
• Assure CS frontline being operated and providing services following approved procedures and guidelines.

• Early detect/ inspect issues related CS operations, then propose appropriate action plans to correct and fix issues, implementing service recovery and prevent the issue recurrence in the future.
• Conduct training/ refresh training for CS staff.
• Create standard works for CS frontline and make sure CS frontline staff following and apply on their daily work.
• Co-operate with relevant Departments on improving Customer care services.
• Involves in customer onsite visit when handling the customer‘s complaints, customer‘s care and Investigation cases etc.

Back-up force for CS frontline & involves in customer visits (10%): Plays the roles of back-up force for CS frontline when needed

Others (10%)

• Work closely with the sales force.
• Contribute to maintain professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress policies, etc.)
• Positively recommend changes in workflow to increase service quality, decrease paperwork & turn-around time.
• Perform other tasks as assigned from time to time

Requirements

• Graduated University/ College
• At least 2 years experienced in CS process related to frontline. Experience in QA/ Investigation is an advantage
• Requires ability to travel for business
• Good customer services experience, esp. at frontline
• Demonstrate accuracy and thoroughness. Work in an organized manner.
• Effective communication skills: writing, speaking and listening.
• Ability and willingness to learn and adapt to the company working environment.
• Ability to contribute to a productive work environment: positive, team-oriented, customer-oriented.

Benefit

• Competitive salary (100% salary during probation).
• Bonus: 13th-month salary and the performance-based bonus of up to 30% of the total annual package.
• Full social insurance, personal accidental & health care insurance, group life insurance (death and dismemberment).
• Provide an advanced Health Medical pre-check-up from the 1st week of your probation.
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office 
• 15 Annual leaves