Service Quality Manager Selangor, Malaysia Consumer

2 weeks ago

Selangor, Malaysia Philip Morris International Full time

BE A PART OF A REVOLUTIONARY CHANGE

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose - to deliver a smoke-free future. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better brighter solutions and the space to move your career forward in endlessly different directions.

As a Customer Care Service Quality Manager, you will be responsible for the overall quality of service delivery of customer care to both internal and external customers. Responsible for a variety of tasks, such as leading project teams, rectifying service quality related issues, own and manage all customer care process, manage risk and controls within the function. The Service Quality Manager plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch quality of services that meets and exceeds customer demands internally and externally while ensuring compliance with PMI’s Code of Conduct and local regulatory requirement at all times.

Principal Accountabilities
- Responsible high quality of RRP customer service to both internal and external customers by managing direct and indirect teams to ensure service objectives and goals are met.
- Improving the customer experience and customer satisfaction (NPS, CSAT) within the lens of Customer Care by understanding the customer journeys, policies, business processes and workflows to establishing causal factors, failure points, trends, and issues. Deliver to customers the best value and low effort through removal of waste, optimizing efficiency, and costs.
- Owner of all customer care processes. Ensure consistency via standardization and embedding consistency in operating methods establishing controls. Own and manage the governance of processes for customer and operational processes. Front all customer care audits (internal and external). Identify potential risk to operations and propose/implement necessary actions.
- Identify areas for improvement using quantitate and qualitative data to create effective concepts, solutions, strategies for continuous improvement working with Customer Care.
- 'Responsible for all management reporting for customer care, deliver data driven Insights to improve performance and reduce costs. (NPS, complaints and voice of agents)
- Oversee training needs and quality of training for vendor. (Training effectiveness, compliance to mandatory training) and ensure training needs meets local regulatory and global requirements.

**Requirements**:

- Degree or any related course in Management or Service Industry.
- 10 years relevant experience in similar domain (customer experience, call center, BPO, service delivery management). Proven experience in dealing with third party provided service and operational ability in a diverse, mid/large-scale environment.
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- Strong organizational skills
- Capacity to train and guide junior team members.
- Ability to manage and prioritize tasks efficiently.
- Solid resource planning and problem-solving skills
- Readiness to demonstrate a proactive attitude.
- Excellent verbal and written communication skills

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