Develop and manage the branch’s service strategy and service standard by customer segment to achieve the highest levels of customer satisfaction.
Develop and drive all nationwide branches to follow assigned service standard and deliver the best-in-class service quality to gain loyalty and high customer engagement.
Manage and control service standard measurement at branches i.e. CCRP, Waiting time, Mystery shopping, SQ to drive consistent high service quality at nationwide branches.
Identify area for improvements in order to improve process and/or experience as a result of customer survey (NPS/SQ), waiting time report, and CCRP report,
Drive all branch employees to have service skill and excellent service & customer centric mindset’s through various tools such as activities, campaigns, R&R, Distribution Awards,
Service quality project management: Task list, Mystery shopping, Service standard, Service excellence, Branch service, etc.
Requirements
Bachelor degree or higher in any filed.
At least 5 years working experienced in Customer Service in Bank/Leasing.
Has knowledge in leasing process of Banking would be an advantage.
Familiarity with industry’s rules and regulations.
Strong communication skill and negotiation skill.
Solving problem skill and Service – Minded.
Proven branches management experience.
Fact & Data management with analysis skill and presentation skill.
Results driven and customer focused.
Able to work and visit branches in upcountry.
Ability in Microsoft office, particularly in Excel Formula (Pivot, V lookup) and PowerPoint.