Job Description

Position Summary This role reports to Head of Customer Experience which is a group under the Regional Customer Satisfaction Team. The candidate will drive a consistent service marketing strategy in SE Asia & Oceania, as well as provide a supporting role to the regional teams in the area of Contact Centre operations. Role and Responsibilities

• Develop and execute a holistic Service Marketing campaign to communicate a consistent service identity and amplify awareness of the region’s service capabilities and service differentiation. Ensure subsidiaries execute the various campaigns in a timely and effective manner.

• Responsible for producing the regional monthly CS newsletter or other forms of engagement and communications.

• Improve contact centre customer satisfaction performance by studying, evaluating and redesigning processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes in collaboration with subsidiaries to enhance the contact centre operations and digital service. This includes benchmarking and application of best practices in the industry.
• Any other ad-hoc projects as assigned by Head of Customer Experience or Regional Customer Satisfaction Team Leader.

• Develops professional expertise by complying with company policies and procedures

• Works on problems of moderate scope where analyzing situations or data requires a review on various factors

• Exercises judgment within defined procedures and practices to determine appropriate action

• Normally receives general instructions on routine work with detailed instructions on new projects or assignments

• Generally requires a bachelor's degree with a minimum 2 years related experience, or advanced degree without experience