Job Description

Contract duration: 1 year

Key Responsibilities

1. Regional CCC Operations

Oversee daily CCC operations across ASEAN (Malaysia, Singapore, Vietnam, Philippines, Thailand, Indonesia).[Full responsibility]
Implement and maintain service support processes such as registration, dispatch, spare part logistics, and service confirmation (SERVOR). [Full responsibility]
Monitor case creation, assignment, and closure in P58 systems to ensure SLA compliance. [Full responsibility]
Monitor and manage the P58 workpool, coordinating with commercial and logistic teams to ensure timely clearance. [Full responsibility]
Coordinate closely with local field service, application, and technical teams for case resolution and escalation. [Share responsibility with country CS managers]
Create and maintain the installed base, PM plans and manage UI process and completion [Full responsibility]
Create internal & external PO [Full responsibility]

2. Customer Experience & Communication

Maintain high-quality customer engagement via calls, emails, and digital platforms. [Share responsibility with country CS managers]
Ensure communication protocols, escalation procedures, and notification flows are standardized and consistently followed. [Full responsibility]
Drive continuous improvement in customer satisfaction across all markets. [Share responsibility with country CS managers]

3. Process Optimization & Systems Integration

Streamline CCC workflows and ticket-handling processes across all ASEAN countries. [Full responsibility]
Collaborate with IT and Operations to enhance system integration (Sentinel, SAP, SeSO, etc.). [Share responsibility with country CS managers]
Identify automation opportunities and lead implementation of efficiency improvement projects. [Share responsibility with country CS managers & PM]

4. Reporting & Insights

Track and report regional CCC performance metrics (SLA, response time, backlog, satisfaction rate). [Full responsibility]
Provide monthly dashboards and trend analyses to ASEAN Service Management. [Share responsibility with ASN Service Operation Manager]
Share insights on recurring issues and recommend preventive or process improvement actions. [Share responsibility with ASN Service Operation Manager]

5. Compliance & Quality Assurance

Ensure adherence to policies, guidelines, and regulations. [Full responsibility]
Support internal audits and quality management systems. [Full responsibility]
Maintain transparency on organizational, process, and system maturity. [Full responsibility]

Requirements

Education & Experience