Date Posted:

Salary:

Role Summary

Lead and drive customer loyalty by providing best in class standards with a view towards establishing and
maintaining a competitive advantage

Main Responsibilities

Maintain NPA Tool (Sets/adjusts parameters, assigns users, performs extraction configuration, manage daily data upload), keep NPA reports are update and produce the analysis NPA VOC for the management.
Evaluate and categorize customers’ feedback and ensure that they are addressed timely and to the customers’ satisfaction and support customer related process improvement through the utilization of First Choice tools
Ensure that Agents are appropriately assigned, rostered, supervised, coached and guide them to achieve higher performance standards,
Manage the allocation of appropriate resources and commitment of staff to the achievement of Global/Regional Country objectives and targets

Requirement

Bachelor Degree in Industrial Engineering field is preferable
1 – 3 years experience, preferably within Operations, Airline, Transportation or Logistics Industry
Substantial experience in Customer Service within a call center environment along with experience in complaint and claims handling in a service environment