The Assistant Manager – Customer Experience & Vendor Management is a Role in Operations that leads a team of up to 10 Customer Service Executives that support the following:

• Hiring, training, coaching, and leading Service Center Executives and their Team Managers as they provide support for customers.
• Answering executive’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by them (escalation calls)
• Leading team meetings, asking questions to better understand the calls executives are receiving, educating and coaching staff regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing Service Center goals. (both AGD and at external vendor)
• Ensuring oversight of External Vendor to ensure that they are meeting the various service criteria listed in their Service Level Agreement with OnePay.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing Service Centre data (internal and out-sourced) to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing refunds to customers up to delegated limits

• Graduate / University Degree in any discipline.
• Ability to write and speak fluently in Burmese (Essential) and English (Essential)
• Working Experience of at least 2 years in a Customer Facing Role at a Retail Bank Branch, Customer Service Centres or in the Hospitality Industry.
• Strong Coaching and Leadership Skills with the ability to motivate team members.
• Polite and Professional phone voice.
• Proficient in Microsoft Office Tools – esp.Outlook, Excel, Word and PowerPoint.
• Knowledge on Service Centre Technologies – Telephony, Realtime Chat, Email & Complaints Management.