Monitor and manage customer feedback across multiple channels, including contact centre calls, email inboxes, and digital/traditional platforms
Support contact centre operations by monitoring and auditing cases and reports, and processing related payments
Work with system vendors to enhance and maintain the Customer Management System (CMS), including coordinating and tracking system improvements
Conduct regular service quality audits across feedback channels and case management processes to ensure compliance with service standards and guidelines
Track and analyse customer satisfaction metrics (e.g., surveys, app ratings) and recommend service improvements
Manage escalation processes for high-priority or complex cases and support inter-department issue resolution
Review and vet replies from operational divisions for quality and consistency
Support and implement service improvement initiatives and other assigned duties
Requirements
Degree in Mass Communications, Marketing, Business, or related discipline
Minimum 3 years of relevant experience in customer service management, call centre operations, or service quality/quality assurance roles
Strong analytical, interpersonal, and communication skills
