• 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.