Customer Experience Manager ( Local Only ) in Yangon

Customer Experience Manager ( Local Only )

Venari Consulting Services (VCS)

| Yangon

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Customer Experience Manager ( Local Only )

Venari Consulting Services (VCS), | Yangon

Customer Experience Manager ( Local Only )

Venari Consulting Services (VCS)

Customer Experience Manager ( Local Only )

Venari Consulting Services (VCS)

Myanmar - Yangon

| Yangon

29 Jan 2018

Experience level

Manager

Job Function

Customer Service, Support

Job Industry

Recruitment/Employment Agency

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Fantastic Opportunity for ...

Main roles and responsibilities :

- To manage the customer lifecycle throughout the entire customer journey.
- Provide inputs to develop and implement customer retention programs and operations,
- Plan and implement recommendations on the efficient and effective flow of information and data to address customers and our partners’ complaints and requests by communicating
- Develop guidelines related to customer experience and customer/partner complaint management
- Preparation of the credit policy and credit management processes.
- Investigate customer and business complaints regarding billing issues, over-charging, incorrect billing etc. within predefined SLA’s
- Team development, monitoring, and coaching. Ensuring key metrics are met; managing complaint escalation to completion
- Implementation of staff policies, adhering to the rules & regulations
- Preparation of reports to the related department where required
- Works together with Team Leaders to deliver an excellent, consistent and high-standard of customer engagement
- Ensuring the overall productivity and efficiency targets are met and maintained time and again

Open To

Repatriate

Male/Female

Job Requirements

Required Professional Competencies:

• Experience in Customer Life Cycle Management with large-scale telecom/broadband operators
• Good Experience and knowledge of contact center technologies, CRM implementation, LTE & WiMAX environment & operations
• Effective verbal/written communication skills, Fluent in Burmese and English
• In-depth knowledge of customer care processes, Customer lifecycle management & service delivery
• Continuously review results with the objective of improvement. Should be able to work independently with an ability to handle a diverse team of different layers
• High level of diplomacy, tenacity, and focus is required
• Working relationship with Marketing & Sales personnel, all externally assigned department resources and members of the Executive committee approving new product initiatives
• Must be able to communicate effectively with IT and Technical
• At least 5 years in Customer Services managing customer life cycle
• University Degree essential and have related Diploma is preferable

Desired Skills

• Contact Center System Training p
• Trouble Ticket Management
• LTE Network & Attributes
• Customer Service Soft Skills
• Problem Solving
• Dealing with Difficult People
• Coaching for Results
• Management Skill

What We Can Offer

Benefits

* Bonuses
* Travel allowances

Highlights

* Make a difference
* Join the challenging team

Career Opportunities