Description
We are seeking a Customer Experience Manager to lead our initiatives in Southeast Asia (SEA). This role will focus on enhancing customer satisfaction and loyalty through strategic development and implementation of customer experience programs.
Job description
What is your mission
- To support, manage and implementation of practices to ensure quality and processes adhere to standards and internal quality audits.
- Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.
- Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure that all applicable standards are met or exceeded.
- Compile and analyses data (customer scorecards, on time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.
- Analyze workflow issues and call audits and advise management of trends and recommend resolutions to improve call quality or integrity
- Review, investigate and resolve inquiries regarding member services issues for internal and external customers
- Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.
Who are we looking for
- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
- Preferable with 3 - 5 years of working experience in the related field is required for this position
- Experience in performing quality audit, root cause analysis, calibration, process improvement initiative
- Knowledge of Quality terms, tools, and methodologies
- Demonstrated ability to train and develop new and existing support agents
- Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions.
- Excellent verbal and written communication skills in English and the language of supporting market
