Oversee the handling of complaints and quality issues for assigned accounts, ensuring timely resolution and clear, meaningful feedback.
Work closely with local quality teams supporting root cause analyses and effective resolution of complex quality matters by providing product, process and customer knowledge.
Be a key-player in cross-functional issue management, by bringing the customer perspective, ensuring aligned, timely and appropriate communication with the customer.
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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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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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To optimize service level and ensure regulatory compliance for all products before shipment
Collaborate closely with Physical Distribution and Transport teams to coordinate order scheduling and transport capacity planning, ensuring timely delivery and optimal logistics execution
Partner with Credit Manager to identify any credit risks and to implement corrective actions.
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To optimize service level and ensure regulatory compliance for all products before shipment
Collaborate closely with Physical Distribution and Transport teams to coordinate order scheduling and transport capacity planning, ensuring timely delivery and optimal logistics execution
Partner with Credit Manager to identify any credit risks and to implement corrective actions.
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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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