The Service Excellence Team is responsible for ensuring the service quality standards of FirstCom Academy’s operations including but not limited to its training quality, staff and trainer’s service quality by continuously improving the service standards through collating feedbacks and surveys from our new and existing learners to improve our organization’s overall standards. The team is also required to support our learners by championing their enquiries related to their courses.
The Service Excellence Manager will manage a team of executives who will proactively manage the Academy’s email and call enquiries from our new and existing learners. They will also conduct outbound calls for collation of feedback to ensure continuous performance improvement. He/she will also develop strategies and initiatives to improve our service quality by analyzing the data collected through the feedback.