Job Description:
- Ensure quality and adherence to SOPs for case escalation and case management for client programmes
- Update and enhance current SOP to enhance workflow, increase efficiency and improve customer satisfaction
- Assist in training and upskilling of Customer Care agents provisioned for client programmes
- Measure and monitor customer satisfaction for escalated cases
- Coordination of regular meeting with stakeholders
- Assist to investigated and monitor status of key cases to ensure customer satisfaction.
- Engage with internal stakeholders on review of programme improvements for better customer experience
Programme Support (Logistics Support)
- Assist to monitor inventory level at Customer Care Centres and all Tracker Distributors
- Ensure no discrepancy in Customer Care Centres and all Tracker Distributors’ inventory.
- Perform reconciliation of tracker issuance and balance stock records, and to follow-up on all discrepancies.
- Ensure timely and accurate submission of documentation and reports by Customer Care Centres and all Tracker Distributors, monitoring it on a daily, weekly, or monthly basis as required.
- Support post app release issues and rectifications, solutioning
- Provide logistics support for the customer care area and all Tracker Distribution Channels
Others / Adhoc Duties
- You may be assigned to other adhoc duties by the department. This may include supporting other administrative work.
Working Arrangement:
Contract Duration: December 2023 to May 2024
Working Hours: Mondays to Fridays (office hours)
Salary: TBA
Job Requirements:
- Good excel skills
- Customer care work experience
- Fresh graduate / with relevant work experience are welcome
