Specialist - Customer Experience - Ez cash

Dialog Axiata PLC
8 days ago
0 Applied
Expires on: Dec 19 2022

Ref.No 00001501

Description

Entry Requirements

  • Possess a bachelor’s degree in business management
  • Minimum 5 years of experience in the customer relationship management
  • Excellent communication skills
Responsibilities
  • Managing the customer relationship management and executing the overall strategy of managing all the Digital service interactions with customers under DS portfolio
  • Monitoring complaining trends and analyzing them for all DS products while working with senior management and other teams to improve customer experience
  • Analyzing Business partner, contact center and all customer touch point channels to report and action for better CE improvement
  • Working closely with the internal stake holders to enhance the internal processes and prioritizing initiatives based on business needs
  • Enrich customer experience by benchmarking with industrial and world standards and working with the cross functional teams to action on improvements
  • Participating in CR development & UAT’s and coordinating training needs on new products and knowledge gaps for all frontline staff
  • Establishing Customer Support framework to ensure customer loyalty is retained and identifying the key gaps to drive achievement
  • Complaint monitoring and review for Tech & Non tech L1-L3 with tech, sales, GSD, Ops & BU teams and driving customer digital adoption for support
Skills
communication
Monitoring
Analysis
customer relationship management
Customer Support
Customer complaint handling
Industry Sector