Conduct weekly meeting with frontline and workshop staff on their current performance, provide coaching and deliver important information.
Attend to customer requirement and assist to resolve complaints.
Responsible for effective utilisation of DMS system to monitor and control Work-In-Progress, Back Orders, Follow-Up, Appointments and Service Reminders
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Handles troubleshooting for customers and carries out root cause analysis, and liaises with GCS to manage technical issues when required
Responsible for ensuring (together with the Regulatory and Product team) that customer is informed of safety/ quality issues and technical updates via Customer Notification timely
Collaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships
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Lead major customer service transformation initiatives and manages change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions. Optimizes workforce allocation and ensuring service quality during organizational transitions.
Champion automation and data-driven process improvements, identifying ways to streamline workflows (like using RPA for routine tasks, AI) and overseeing analytics and reporting to drive accountability and enhance performance.
Bachelor’s degree or equivalent experience, with at least 10 years of customer service experience, including roles in customer-facing and shared service environments.
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