• Ensuring that Customer Centricity targets of the service area are met.
• Responsible in monitoring and conducting periodic audit to all customer service processes and compliance both in online (CRM) and offline processes within internal and regulatory standards.
• Provides resource for CRM system, training and discussion on CRM functions for all users to promote and identify customer process improvements within the service area.
• To prepare weekly report to management and action items to improve and promote quality customer resolution supported by customer analytics.
• Monthly review of the KPI of the service area and ensure that compliance is within the regulatory standard.
• Provide evaluation and coaching to subordinates and prepare PPE.
