Develop and implement customer service policies, procedures, and standards to maintain consistency and quality across all interactions.

Monitor customer service metrics, including response time, resolution rate, and customer satisfaction, and implement strategies for continuous improvement.

Online and Offline Customer Support: ...

Process Customer Care requests promptly and efficiently within the specified turnaround time.

Ensure that tasks and cases assigned are processed in full compliance with the rules and regulations of Bank Negara Malaysia (BNM), Malaysia Takaful Association (MTA), Company guidelines, and the Takaful Act.

Review the Standard Operating Procedure (SOP) and perform quality checks on the processes in the Customer Care Unit. ...

Determine training needs and requirements by meeting with managers, team leader and CSO

Review existing training material to determine appropriateness and relevance

Modifies and creates course and training material to meet specific training needs ...

Maintaining positive relationships with teams by establishing a good line of communication between the team Leads and the company

Leading the assigned BPOs in managing conflict, and ensuring the team's processes and tasks are carried out efficiently

Develops strategies to promote team member adherence to company regulations and performance goals ...

Develops strategies to promote team member adherence to company regulations and performance goals

Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.

Take ownership for team result and provide leadership in continuously monitor the volumes & highlight discrepancies and take actions if needed to achieve the company' goals and service level ...

Develops strategies to promote team member adherence to company regulations and performance goals

Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.

Take ownership for team result and provide leadership in continuously monitor the volumes & highlight discrepancies and take actions if needed to achieve the company' goals and service level ...

- Floor management

POS/invoicing, self-collection of online purchases

Customer service ...

– Floor management.

POS/invoicing, self-collection of online purchases.

Customer service. ...

管理和執行店內活動：

Handle customer's complaints from in-store or online platform adhering to a company's policies and procedures at all times when assisting customers

Provide support to executives responsible for customer service functions

Ability to think strategically and to lead, reporting to Manager about the strategic planning ...