Develop and administer customer service plans and programs to provide best-in-class services to customers and enhance customer satisfaction in line with business strategy, objectives, group guidelines, and policies.

Key Responsibilities

• Execute customer service plans and programs for the assigned geography/business area.
• Support customer service initiatives to enhance customer satisfaction.
• Monitor the application of customer service processes and procedures.
• Analyze the cost and effectiveness of customer service initiatives.
• Contribute to process and system improvements.
• Monitor and improve call center scorecards.
• Provide guidance on customer service matters.
• Respond to and resolve escalated customer inquiries.
• Identify customer needs and support commercial opportunities.
• Promote customer service capability development and upskilling.

Stakeholder Management

• Collaborate with internal departments and external service providers.
• Build strong cross-functional relationships.
• Understand customer and stakeholder requirements.
• Provide technical guidance to managers and employees.

Management Responsibility

• Individual contributor role.
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Skills

• Customer Relationship Management (CRM)
• Operations Management
• Quality Control
• Budgeting & Forecasting
• Customer Satisfaction
• Call Center Operations
• Account Management
• Stakeholder Management
• Project Management
• Influencing & Facilitation
• Presentation & Storytelling

Qualifications

Education: Bachelor's Degree or equivalent qualification

Experience: More than 4 years