The PM shall organize a monthly meeting with working team and/ or management to report performance.
The PM shall ensure all customer support officers are competent and able to deliver service excellence and meet the qualifications and training requirements
The PM shall be required to attend meetings in relation to training and curriculum development whenever there is knowledge/ information regarding new services/ schemes
The PM shall perform service recovery activities when escalations arise from Customer service officers, any complaint or feedback in respect of any officer may provide relevant details of such incident within 3 calendar days after receipt of the notification, provide a written investigation report on the incident
Requirements
Manage and coordinate the overall operations
Conduct monthly meetings to provide performance updates.
Ensure all staffs are qualified, trained, and capable of delivering good customer service.
Handle customer escalations and perform service recovery when issues occur.
Investigate complaints involving staff and submit investigation reports
