Objectives:
Customer Service Experience Manager takes active leader role to carry out action plans, projects to execute company’s Customer Service Experience Strategy in delivering and innovating customer relationship, dedication and satisfaction across customer .
Key Responsibilities:
- Develop detailed customer service policy, service indicator for retail customers.
- Manage service quality of branch network and other customer touch points. Continuously review customer journey and interactions across the bank.
- Generate customer experience improvement initiatives using data insight and ongoing measurement.
- Manage NSP for full bank
Requirements:
- Bachelor degree and above in Finance – Banking, Economics, Business Administrations;
- Minimum 5-year experience in finance, banking, including 3 years in positions related to customer service experience
- Experience in managing developing customer service policy
- Understanding retail customer behavior
- Experience in managing and improving service quality for retail network
