The role is responsible for overall Service and recovery management including reporting of all customer related complaints within specific timeline.

Job Description

• Single point of contact for all complaints related in all channels
• Maintain global standard SLA for Service Tickets / Complaints handled
• Critical Operation Escalation Management.
• Workforce roistering, attendance and punctuality monitoring of the team.
• Agent’s productivity monitoring, briefing update information and coaching.
• Collection of data and report preparation of Customer Service Complaints Management Performance Dashboard.
• Motivate team and minimize attrition rate.
• Keep abreast with up-to-date knowledge of emerging trend in Customer Service Operations Management.
• Highlight critical issues to reporting manager and other related team whenever necessary.
• Check list for operation equipment and infra all went well.
• Escalate necessary complaints to business owners for action required.
• Analyse complaints trend and keep data updated.
• To manage the resolution of customer complaints within given turnaround time.
• Maintain NPS monthly performance global standard.
• Social Media, email and other source Q/R/C Management.
• Ensures effective resource planning through staff recruitment.
• Monitor & report daily performance parameters.
• Review team on weekly/Monthly/Quarterly basis.
• Track team performance and individual performance regularly.
• Follow up Service failures for fast recovery and closure of issues.

• Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies/ Administration/ Management, Finance/ Accountancy/ Banking or equivalent.
• Ability to command both spoken and written in Myanmar and English.
• Strong knowledge in Microsoft Office and contact center related applications.
• Possess strong problem solving skills, leadership, professional maturity, communication skills and ability to work independently.
• At least 5 year(s) of working experience and managing a large team in the related field is required for this position.
• Experience working in contact center of banking/ financial services would be an added advantage.