Job Description

Campaign management - Be the gatekeeper to ensure that assigned campaign / initiatives are conforming to the campaign checklist requirement. The checklist will cover key requirement for customer process Policy, System (Tools, self help and knowledge portal) and communication. Responsibilities / activities include:

• Review the checklist and ensure key items are ready.
• Coordinate with workforce and training to ensure resource and frontline are prepared. This include the training/briefing, knowledge portal and system are updated).
• Design the AI chatbot conversational flow, intent management and escalation to human.
• Track and monitor the impact (eg Contact rate, Customer satisfaction, etc) and ensure it meet its target.
• Provide escalation support for frontline teams.

Feedback managemen t - Review customer and frontline pain points and suggestion that has impact on CE, First Call Resolution (FCR) and/or frontline effort. Responsibility includes:

• Derive the impact analysis and prepare business case.
• Collaborate with the relevant stakeholders on the implementation of the feedback.
• Track and monitor the implementation of the feedback.

Stakeholder management - Engage regularly with stakeholders in Sharing of the impact (contact rate, escalation rate, escalation response time) of the campaign and activities.

• Identify opportunity for empowerment or automation.
• Up keeping the contents in knowledge portal.
• Tracking on the committed activities/initiatives that will improve operation efficiency or customer experience.

Event / Incident management – Support the event / incident manager in deriving all the customer engagement and communication plan. The event / incident can be system, billing, security and/or service incident. Responsibility includes,

• Clarify and assess the event/incident impact and implication.
• Identify key customer concerns and questions.
• Propose potential responses, handling process and communication route (Letter, SMS, email)
• Prepare internal comms and system alert (eg IVR, CRM)
• Track and monitor impact.

Requirements:

• Diploma and above (Hospitality, business or Engineering preferred)
• At least 1 or 2 years experience in Project Management or Customer Fronting
• Good to be certified in Project management (PMP) or process improvement framework (eg Lean Six sigma, COPC, ITIL)