Customer Service Officer

1. Main duties and responsibilities

Under the general direction and guidance of Head, Customer Service Division, Develop customer service procedures, policies and standards and submit to Deputy General Manager- operation. Analyze statistics and compile accurate reports. Study customer service developments and apply best practices to areas of improvement. Participate in the preparation of budget of the division.

2. Specific duties & responsibilities

2.1 Improve customer service experience, create engaged customers and facilitate organic growth.

2.2 Prepare a clear customer service mission and strategies focused towards that mission.

2.3 Develop customer service procedures, policies and standards and submit to Deputy General Manager- operation.

2.4 Keep accurate records and document of customer service actions and discussions.

2.5 Analyze statistics and compile accurate reports.

2.6 Participate in the recruitment of mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

2.7 Study customer service developments and apply best practices to areas of improvement.

2.8 Control resources and utilize assets to achieve qualitative and quantitative targets.

2.9 Participate in the preparation of budget of the division.

2.10 Maintain an orderly workflow according to priorities.

2.11 Assist/aid other Customer Service Officers in providing high level of service to the public and internal customers in accordance with company objectives.

2.12 Performs other function as required.

Education

BA in Marketing Management/Business Management or other related fields

Work Experience

4 Years Related Experience

Special skill/Training