Roles & Responsibilities
This role reports to the Director of Customer Experience which is a group under the Regional Customer Satisfaction Team. The candidate’s primary focus is to champion service excellence delivery at our customer touchpoints (e.g. contact centers, service centers). You will lead the development, implementation, and assessment of training initiatives and quality assurance programs across multiple locations within the region.
Primary Responsibilities and Key Roles:
- Enhance end-to-end customer journey through:
- Customer feedback management (VOCs, Service audits, Data analysis & insights etc.)
- Active engagement of relevant stakeholders to address customer pain points
- Ownership of Service Recovery guidelines to empower frontline staff to resolve customer issues
- Set and drive regional initiatives to improve overall customer experience and NPS based on insights from customer feedback and trends analysis, including improvement of services processes and policies through customer journey mapping
- Drive a culture of service excellence throughout the CS team by working closely with relevant CS team members of subsidiaries to develop guidelines, training, and motivational programs to improve customer service handling skills, mindset and attitude of frontline service staff, agents, and technicians
- Organise and chair regular Service Quality Committee meetings with stakeholders to drive service improvement
- Conduct training needs analyses to determine the current state of knowledge, skills, and competencies among frontline staff. Analyze trends, emerging technologies, and best practices to ensure the development of customized training programs, and knowledge base, tailored to the unique needs of each location.
- Oversee the establishment and maintenance of quality assurance protocols for both frontline staff and training facilitators. Monitor adherence to established procedures, identify areas for improvement, and recommend corrective actions to ensure consistency in service delivery and training outcomes across all locations.
- Measure the effectiveness of training programs and quality assurance initiatives using appropriate metrics, such as pre- and post-training assessments, participant feedback surveys, and business impact analysis. Prepare regular reports detailing program performance, ROI, and recommendations for future enhancements.
- Continuously evaluate and refine existing programs to meet evolving business needs and respond to changing market dynamics
- Any other ad-hoc projects as assigned by the Director of Customer Experience
- Oversee the responsibilities of the Assistant Manager, Regional VOC/NPS Management
Job Requirements
- Bachelor's degree in any discipline with at least 5 years of relevant experience in service quality or consumer research functions in either hospitality or retail industries and/or e-commerce
- Experience with feedback management & generating insights from VoC/NPS data for presentations to management and other departments. Experience with Excel, Tableau, and Natural Language Processing would be a plus
- Experience with conducting (qualitative and quantitative studies), ie, surveys, and focus groups to gain better insights of key drivers of customer satisfaction
- Understanding the end-to-end customer journey and develop action plans at each touchpoint to elevate the customer’s experience, including online purchase experience and post-purchase experience. A practitioner of design thinking methodology and a proven record of service process re-design is a plus
- Strong project management skills, including the ability to plan, organize, and execute complex projects within tight deadlines
- Demonstrated proficiency in adult learning theories, instructional design principles, and modern training technologies
- Excellent verbal and written communication skills, with the ability to communicate effectively with all levels of staff and management
- Ability to work collaboratively with cross-functional teams and build strong working relationships
