You will go beyond closing tickets by taking accountability to ensure an identified defect can never recur for another user across MYSG operations.
You will perform forensic deep-dives into high-severity cases. Your goal is to isolate the true "Single Source of Truth" behind process, product, or rubric failures.
You will identify "Red Flag" operational scenarios (e.g., critical safety risks) and evaluate whether existing risk protocols are robust enough to protect the ecosystem.
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Bertanggungjawab membuat eskalasi melalui panggilan telefon atau e-mel bagi kes FLM Pending dan Priority Machine kepada Team Leader, Zone Leader, Officer, Executive atau pihak pengurusan yang lebih tinggi apabila diperlukan (Seluruh Malaysia).
Bertanggungjawab mengemas kini dan memantau semua tugasan FLM yang diberikan sehingga selesai pada setiap hari (Seluruh Malaysia).
Bertanggungjawab mengendalikan panggilan telefon daripada pihak bank berkaitan perkara-perkara FLM serta memberikan maklum balas yang tepat dan profesional.
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Maintain a thorough understanding of all CAKETELLA and KETOCAKE products, including ingredients, preparation methods, and special dietary options (e.g., keto-friendly).
Proactively identify opportunities to improve customer satisfaction and streamline customer service processes.
Document all customer interactions and resolutions in the company's CRM system, ensuring accurate and up-to-date records.
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