Assistant Manager (Customer Experience) at SAFRA
Are you passionate about enhancing customer satisfaction and driving continuous improvement in service excellence? Join SAFRA's dynamic team as an Assistant Manager in Customer Experience!
Key Responsibilities:
Manage SAFRA’s customer feedback management system and implement key initiatives for continuous Improvement in Service Excellence
Duties/Tasks:
1. Manage the Customer Feedback Management process, addressing assigned feedback, ensuring appropriate follow-up actions by stakeholders, and tracking the progress of corrective/preventive actions, including the timely closure of associated reports.
2. Work on service-related initiatives and recognition scheme
3. Assist in fostering a service-oriented culture and implementing service branding initiatives within SAFRA.
4. Assist in planning and executing service training sessions, facilitating training programs to enhance members' experience and engagement.
5. Conduct both qualitative and quantitative assessments of customer journey, service standards, customer engagement, and service branding.
6. Perform customer experience analytics, generating accurate, comprehensive, and timely statistical data, and maintain analytics reports for internal stakeholders' access.
7. Provide assistance in organising and preparation of meetings, internal conference, and townhall.
8. Undertake any other duties as assigned from time to time.
Qualifications:
· Bachelor's degree in Business Administration, Marketing, or a related field.
· Proven experience in customer experience management or related roles.
· Strong analytical and problem-solving skills.
· Excellent communication and interpersonal skills.
· Ability to work collaboratively with cross-functional teams.
If you are ready to make a significant impact on SAFRA's customer experience journey, apply now and be part of our commitment to excellence!
