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.
• Organize training/ refresh training for OP staff.
• Create standard work for CS frontline and make sure CS frontline staff following and apply on their daily work.
• Co-operate with relevant Departments on improving Customer services.
• Involves in customer onsite visit when handling 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%)

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

Job Requirements

Knowledge & Experience:

• 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.
• At least 2 years experienced in CS process related to frontline. Experience in QA/ Investigation is an advantage.

Qualification:

• Graduated University/ College

Skills:

• Effective communication
• Planning & training skill
• Negotiation skill
• Persuasion skill

Working Relationships:

• Maintain a clear reporting line with line manager.
• Work closely with the Customer Services team/ other departments and Salesforce for daily tasks.

Position Challenges:

• Ensure that all transactions at CS counter nationwide are handled promptly and effectively following procedures and guidelines.
• Need to face and work with salesforce / GAD.
• Travelling (Business trip).

Benefits

• 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).
• Gifts for new comers and on special occasions
• Modern facilities in the spacious office 
• 15 Annual leaves