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Job Description
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.
Job Highlights
- Friendly and collaborative environment with open communication
- Performance-driven company with attractive remuneration package
- Immediate vacancy
Responsibilities
- Oversee the day to day support in enquiries or requests from our new and existing learners via email and calls.
- Evaluate client satisfaction and delivery of service excellence by meeting set KPIs.
- Handle, respond and deconflict complaints in a timely manner.
- Plan, implement and monitor the service quality improvement activities.
- Explore new customer experience touchpoint improvement ideas, and coordinate the execution of these touchpoint improvement projects and trials.
- Share and present insights on suitable alternatives and solutions on improving service workflow by working with the relevant departments on areas of improvement required.
- Oversee the team’s performance on conducting outbound calls to gather feedback on their service and training experience.
- Analyze performance and learner’s data to develop insights and identify new improvement initiatives.
- Track, monitor and prepare weekly reports on quality rating and success measures.
- Work with the production and marketing team to feature success stories.
- Document appreciation and commendation for staff who have done well.
- Undertake any other duties or projects as and when assigned by the Management Team.
- Draft policies and procedures so that the team is aligned on goals and objectives
Requirements
- Proven experience in a similar role, ideally within the service industry.
- Proven track record in objection handling and deconflict situations.
- Customer-service oriented, strategic thinker, with innovative ideas and solutions for service excellence and exhibit excellent analytical skill to drive change.
- Excellent teamwork, good self-motivation and ability to challenge status quo and implement change.
- Good analytical, planning and organizational skills and ability to work independently.
- Good communication and interpersonal skills with excellent command of written and spoken English and Mandarin.
- Computer literacy e.g. Excel, PowerPoint, MS Word, Google Docs, Sheets
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