Services Excellence Manager
Yangon
Full Time
Posted over a week ago
Summary Job Details
Job Function

Customer Service/Support

Experience level

Manager

Job Description

• Ensure the relevant reporting is generated, training is conducted when needed. Responsible for overall WFM delivery, support and execution
• Manage QA processes and ensures proper documentation of all business processes is maintained and reviewed periodically
• Build a strong working relationship with other CS Managers and Team Leaders to identify service issues and work with the relevant Support Teams to develop and implement long lasting solutions
• Be responsibility for the day to day management of support operations for Contact Center and customer facing CS Staff
• Ensure training material created has the desired effect to promote a seamless and smooth customer experience

Job Requirements

• Strong background of providing operations support within large scale customer service functions with
technology background & previous experience of working in a startup preferable
• In-depth knowledge of customer care processes, Customer life cycle management & service delivery
• Experience in managing customer service quality control and training functions
• At least 5 years in Customer Services, minimum of 3 years as Service Excellence Manager (Operations Support) in Telecommunications Sector is preferred

What We Can Offer

Benefits

Ferry

Highlights

International Standards
* Challenging Atmosphere

Career Opportunities

* Expand self-confidence on setting up new dept.
* Knowledge on telecom operator field
* wider networking

About Our Company

We champion change. We value ideas. We respect hard work. We believe in the infinite potential of Myanmar. We are committed to delivering a superior brand experience to our customers and our own people.
 
Our business is technology; which means we are constantly evolving.
 
To achieve our ambition of being the essential provider of unmatched communications services to Myanmar, we are building a strong team of passionate individuals who, together with the support, guidance and mentoring of industry experts both from Myanmar and abroad, will drive our business forward.

Summary Job Details
Job Function

Customer Service/Support

Experience level

Manager

Job Description

• Ensure the relevant reporting is generated, training is conducted when needed. Responsible for overall WFM delivery, support and execution
• Manage QA processes and ensures proper documentation of all business processes is maintained and reviewed periodically
• Build a strong working relationship with other CS Managers and Team Leaders to identify service issues and work with the relevant Support Teams to develop and implement long lasting solutions
• Be responsibility for the day to day management of support operations for Contact Center and customer facing CS Staff
• Ensure training material created has the desired effect to promote a seamless and smooth customer experience

Job Requirements

• Strong background of providing operations support within large scale customer service functions with
technology background & previous experience of working in a startup preferable
• In-depth knowledge of customer care processes, Customer life cycle management & service delivery
• Experience in managing customer service quality control and training functions
• At least 5 years in Customer Services, minimum of 3 years as Service Excellence Manager (Operations Support) in Telecommunications Sector is preferred

What We Can Offer

Benefits

Ferry

Highlights

International Standards
* Challenging Atmosphere

Career Opportunities

* Expand self-confidence on setting up new dept.
* Knowledge on telecom operator field
* wider networking

Summary Job Details
Experience level

Manager

Job Function

Customer Service/Support

About Our Company

We champion change. We value ideas. We respect hard work. We believe in the infinite potential of Myanmar. We are committed to delivering a superior brand experience to our customers and our own people.
 
Our business is technology; which means we are constantly evolving.
 
To achieve our ambition of being the essential provider of unmatched communications services to Myanmar, we are building a strong team of passionate individuals who, together with the support, guidance and mentoring of industry experts both from Myanmar and abroad, will drive our business forward.