Service Culture

Description

To develop standardization, execute and maintain service culture in customer contact center in order to build strong engagement among all Contact Center personnel and ensure and also to improve quality of customer service activities as well

Job Accountabilities : 

1. Analyze current condition of service culture in customer contact center
2. Develop service culture improvement / enhancement initiatives
3. Execute service culture improvement / enhancement initiatives
4. Maintain & monitor implementation of service culture and execute course correcting actions when deemed necessary
5. Build strong engagement among all Contact Center personnel 
6. Held & organize CS culture event, such as townhall, outing and appreciation day
7. Support learning team to grow learning spirit as part of culture (especially digital learning) 
8. Knowledge consistency & quality assurance across CS touchpoint
9. Responsible for understanding, implementing the requirements of the occupational safety and health management system and environmental management system in accordance with their respective duties and functions.

Soft Skill

Technical Skills

Leadership

Education

Certifications

Industry Experience

Main Responsibilities

Competencies

Years of Experience