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About the Role
Job Purpose
Develop and administer customer service plans and programs to provide best-in-class services to customers and enhance customer satisfaction in line with business strategy, objectives, group guidelines, and policies.
Key Responsibilities- Execute customer service plans and programs for the assigned geography/business area.
- Support customer service initiatives to enhance customer satisfaction.
- Monitor the application of customer service processes and procedures.
- Analyze the cost and effectiveness of customer service initiatives.
- Contribute to process and system improvements.
- Monitor and improve call center scorecards.
- Provide guidance on customer service matters.
- Respond to and resolve escalated customer inquiries.
- Identify customer needs and support commercial opportunities.
- Promote customer service capability development and upskilling.
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