Customer Experience Trainee CDD 10 months

As a Customer Experience Trainee, you will report to the ‘Customer Experience Executive’ and will be assisting on daily operational activities, task follow-up and report preparation

RESPONSIBILITIES

• Prepare daily and monthly reporting for specifics activities.
• Monitor activities and alert Custome Experience Executive and Customer Experience Service Specialist on any gaps.
• Assist Customer Experience Executive in daily operations tasks.
• Send SMS and extract SMS reply as per process and send list to perform outgoing calls.
• Monitor of Social Media activities and alert Call Centre when SLA are not met.
• Ensure that claims related to Call Centre are handled in a timely manner..
• Follow up of Encashment file received are handled and processed as per SLA.
• Ensure that reconciliation for encashment are accurate.
• Compile and communicate tele-calling file as per process and SLA to Call Centre to perform outgoing calls.
• Compile and monitor call qualification rate on CRM versul incoming call handled by Call Centre.
• Assist Customer Experience Executive during call calibrations.
• Prepare specifications for process digitalisation.
• To create and delete access for Call Centre as and when required as per process.
• Assist in any administrative work in relation to current position.

CANDIDATE PROFILE

• Holder of Hogher Schol Certificate. A Diploma in Managemeent or related field is desirable.
• Proficient in MS Office products, especially Excel.
• Ability to work independently.
• Sense of analysis, synthesis and timeliness.
• Quality oriented with a strong bias for continuous improvement.

Management reserves the right not to proceed with recruitment following this announcement. Only selected candidates will be contacted.