Job Description

• Manage customer expectations in alignment with agreed service levels.
• Track, investigate, and respond to customer feedback (compliments, complaints, and suggestions) promptly and professionally.
• Conduct root cause analysis for negative feedback and work with respective teams to implement corrective and preventive actions.
• Conduct annual customer satisfaction surveys, analyze results, and propose improvement measures.
• Drive customer-oriented initiatives to enhance overall service quality and user experience.
• Review and proofread incident reports to ensure completeness, accuracy, and professionalism.
• Prepare monthly reports, presentation materials, and meeting minutes for management review.
• Identify and nominate staff demonstrating exemplary service performance for monthly recognition.
• Coordinate and support internal training sessions, including preparing materials and presentation slides.
• Maintain and update staff contact lists and related documentation to ensure accuracy.
• Organize and support ad-hoc internal engagement events and service excellence activities.
• Basic understanding of IT systems and service management processes, as this knowledge will support effective investigation, analysis, and communication of feedback related to technical incidents and service performance.

Skills Required