The Service Excellence Team is responsible for ensuring the service quality standards of FirstCom Academy’s operations including but not limited to its training quality, staff and trainer’s service quality by continuously improving the service standards through collating feedbacks and surveys from our new and existing learners to improve our organization's overall standards. The team is also required to support our learners by championing their enquiries related to their courses.
Reports to: Service Excellence Manager
The Service Excellence Executive will support the Service Excellence Manager and the team by proactively managing the Academy’s email and call enquiries from our new and existing learners and also conduct outbound calls for collation of feedback to ensure continuous performance improvement. He/she will also support the data and analysis of quality performance, development and engagement of our training standards.
Key Responsibilities:
● Supports day to day enquiries or requests from our new and existing learners via email and calls.
● Ensure client satisfaction and delivery of service excellence by meeting set KPI’s
● Work with interdepartmental teams to ensure that an enquiry or request is addressed as soon as possible.
● Work with the team to plan, implement and monitor the service quality improvement activities
● Explore new customer experience touchpoint improvement ideas, and coordinate the execution of these touchpoint improvement projects and trials.
● Share and present insights on suitable alternatives and solutions on improving service workflow by working with the relevant departments on areas of improvement required
● Conduct outbound calls to gather feedback on their service and training experience and analyze performance and learner’s data to develop insights and identify new improvement initiatives.
● Track and monitor quality rating and success measures.
● Work with the production and marketing team to feature success stories.
● Document appreciation and commendation for staff who have done well.
● Provide course consultation to existing learners and assist them with enrolments to complete their professional certification - Each new sale to existing learner will be entitled to 6% comm upon completion
● Placement of corporate trainees where Corporate sales team will first close the total number of courses the company wish to complete and SEE will takeover and place their employees for the course. Each successful completion will have 1% comm
● Undertake any other duties or projects as and when assigned by the Service Excellence Manager
The Ideal Candidate
● Proven experience in a similar role, ideally within the service industry
● Customer-service oriented, strategic thinker, with innovative ideas and solutions for service excellence and exhibit excellent analytical skill to drive change.
● Excellent teamwork, good self-motivation and ability to challenge status quo and implement change.
● Good analytical, planning and organizational skills and ability to work independently.
● Good communication and interpersonal skills with excellent command of written and spoken English and preferably Mandarin
● Computer literacy e.g. Excel, PowerPoint, MS Word, Google Docs, Sheets
