Customer Care-Performance & Process Management

Customer Care - Performance & Process Management
Department:
Job Description
Responsibilities:
Reporting to the Head of Escalation Management, your role includes:Business owner of the Escalation management in Malaysia
Business owner of the L3 team's performance in Malaysia
Lead in resolving high-risk escalations from C-level and regulatory bodies, including court attendance
Drive down Buyer/Seller frictions by identifying top friction points through data analysis and collaborating with stakeholders to close the loop
Enhance the efficiency of the Malaysia L3 team, increasing productivity and lowering costs
Collaborate with stakeholders across the CC team to identify improvement opportunities regarding escalation
Ensure customer satisfaction at targeted levels
Raise awareness of high-risk escalations through assessment and sharing of top friction points
Other tasks as assigned by the Head of Escalation Management
Job Requirements:
Requirements/Qualifications (must have):2+ years of experience in operation and performance management
3+ years of management experience
Strong leadership skills, excellent judgment, strong sense of ownership, and problem-solving abilities
Excellent interpersonal and communication skills
Detail-oriented documentation skills
Strong data analysis skills
Professional presentation skills
Proficiency in both written and spoken Vietnamese and English#J-18808-Ljbffr