WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Senior Customer Service Specialist with more than 10 years of experience, who has developed a strong understanding of customer needs and expectations, handling complex inquiries and complaints, training, and coaching team members, developing policies and procedures, and analyzing customer feedback to improve the customer experience. Also, I possess skill in communication, problem-solving, and leadership have enabled them to consistently deliver high-quality service to customers. Strong support professional with an Executive Master of Business Administration from Multimedia University.
- Manage complaints received from all channels within the bank - Ensure the complaints are attended to, handled, and resolved in accordance with the Standard Operating Procedures, Internal Policies & Procedures, and Internal & External Guidelines - Conduct proper investigation and root cause analysis - Recommend preventive measures to find resolution and eliminate recurrence of the same complaints - Identify areas where processes can be simplified and provide suggestions to improve the product and services - Ability to understand and convey complex technical information
- To achieve sales targets by promoting and selling company products - Maintain good rapport with customers by providing support, a high level of service, market and product information, regulatory guidance, and market trends - Responsible for customer inquiries pertaining to quotations, products, samples, registration, shipments, artworks, visitation, and payments - Assists the Sales manager in the yearly sales budget planning by providing the customer’s sales forecast
- To develop and implement SOP’s for creating vehicle applications for FBKM - Identify and analyze the current list of brake pads and bonded shoes that FBKM is producing and supplying to domestic and export markets. - Identify and analyze the list of items requested by Independent After-Market (IAM) brands. - Co-ordinate internally to update the e-catalogue on a continuous basis - Study and propose development of new range of items to the market. - Research on new applications in domestic and export markets with reference to OE samples. - Map and analyze the vehicle application data for domestic and export markets
- Key liaison person between Call Centre and stakeholder on case escalation & resolution - To suggest and implement action plans to improve customer experience - Monitor, report, and analyze Call Centre SR and VOC on a daily/weekly/monthly basis - Provide proposed solutions for customer experience improvement. - Assign daily SR to on-duty CS and ensure SR SLA targets are met. - Oversee the performance of Support Team, QA Team & Trainer - Escalate relevant issues to stakeholders on a case-to-case basis - Identify and fix the system and process gaps
- Provide continuous training to the customer service executive by plan and execute the training program to improve their understanding of the product and their communication skills. - Provide the way of improvement and feedback to the existing Customer Experience. - Improving customer service procedures, policies and standards for the organization or department - Maintain the knowledge base and ensure updated information at all time - To ensure the level of professional skills and knowledge of all employees is on target. - Improve and maintain high quality of customer service by conducting QA audits, analyzing results, and providing coaching.