Assistant Head of Customer Experience

Job Description

Performance monitoring & system management (50%)

• Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
• Manage the service quality & report quality of local phone operator vendors such as caresoft, access administration of those equipment and systems deployed in the local Customer Experience Organization.
• Maintain IVR greeting, and manage/adjust the phone routing flows.
• Proactively input to improve the scorecard of Customer Experience employees. Manage FSR system as local FSR representative.

Planning & Process innovation (20%)

• Create, implement, and develop effective customer service procedures, policies, and standards.
• CE SOPs representative: represent CE Head in country SOP Committee & to work with CE Managers to build/revise/update CE SOPs & work instruction.
• Prepare and submit to the Head of Customer Experience the cost calculation of the CE team such as operation cost, new project, and implementation plan in the most economical way.
• Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing cost.
• Support the Customer Experience to do planning by actively identifying the high potentials/risks & propose action plans accordingly.

Project Management (20%)

• Coordinate with the company's cross-departments & Regional team in project understanding & build-up.
• Supervise the project progress, together with the cross-department & Regional team.
• Provide project evaluation (if any).

Others (10%)

• Assist the CE head in daily team management & reporting.
• Other ad-hoc assigned by CE head