Job Listing

JOB DESCRIPTION

Job Purpose

Responsible for all inbound customer service strategy, to lead the development and operation management to serve U Mobile customers nationwide 24/7. As a leader of the operation management team of Customer Engagement, the role develops, prioritizes and implements the service framework and improvements with best-in-class practices and process improvements initiatives.

Key Accountabilities:

·  Direct responsibility for the inbound operations strategy and implementation of the strategy to meet and exceed organization Customer Experience expectation through engagement with Contact Centre, Social Media and Emails.

·  Drive improvements through the introduction of process, training, motivating and mentoring ensuring the Contact Centre is completely customer focused and deliver the Customer Experience desired level.

·  Select, develop and build highly-responsive and engaged teams by recruiting people, defining staff development areas and programs and providing ongoing feedback, training and development.

·  Drive continuous improvement across the operation through robust performance management to deliver the level of Customer Satisfaction to Contact Centre and to contribute to the overall level of Customer Experience.

·  Manages performance and relationship of in-sourcing partners to deliver a consistent level of accessibility and quality of service to customers. Manages the overall budget of in-sourcing

Key Experiences and Qualifications

·  At least at Bachelor’s Degree, Professional Degree or equivalent.

·  At least 10 years experiences in Contact Centre Operations with at least 5 years at managerial capacity.

·  Outstanding knowledge of principles of customer service management and its best practices.

·  Manages second level support of voice or non-voice channels.