Operation Lead/ QA/ Trainer

5 months ago


Kuala Lumpur, Malaysia Swivelt Sdn Bhd Full time

**Description**

You have a strong empathy for customers and are passionate about delivering an exceptional customer experience. You are great at working cross-functionally with different stakeholder groups to achieve desired business and customer outcomes. You believe in data-driven decisions and have the analytical chops to leverage data and make recommendations to inform short-term and long-term business decisions.

Manage third party relationships according to vendor management policy, contractual obligations, and ensures compliance to “Global Healthcare Org” policies and procedures to minimize risk to the company. Oversee all ongoing vendor
- related communications including complaint resolution, tracking and reporting. Participate in the Quarterly Business Reviews with the vendors.

**Responsibilities**
- Map current journey & optimize the future destination of the customer experience based on local competitive benchmarking, customer and consumer insights, and best in class tech stack
- Establish customer-centric omni channel agile approach and playbook, including holistic setups, choice of vendor partners, and roles of in-house vs. outsourced agents vis-à-vis the OneTouch portfolio of BGM, CGM, and DTx products
- Work with product management, ecommerce, digital and customer-facing teams to understand consumer insights, key challenges and recommend opportunities to improve customer experiences across all customer contact points and channels
- Design and Implement CX tools and technology stack including:

- Self-Service tools and bots
- Interaction analytics tools for CX measurement and tracking
- New integrated service channels
- Voice Of Customer insight platforms to measure satisfaction at appropriate in-channel touchpoints throughout the customer journey
- Work cross-functionally with product and customer-facing teams to infuse customer insights and learnings
- Ensure team and individual compliance with all applicable regulatory requirements, securities laws and regulations
- Continually seek ways to enhance customer loyalty, engagement and retention
- Build and iterate on best practices for omnichannel innovation.
- Identify and track appropriate CX metrics
- Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations. Responsible for Overall Customer Care Department Compliance (Controlled document development, Audit SME, Recall). Responsible for Call Center systems oversight, monitoring and coordination with IT and vendors in troubleshooting to assure full functionality and systems performance during all hours of operation.
- Maintain a strong understanding of call center metrics. Analyzes, communicates, and reports on call center performance
- Demonstrate effective leadership with employees to ensure high levels of engagement, effectiveness as a cohesive team, attainment of departmental goals, and promotion of the “Global Healthcare Org” culture.
- Performs other work-related duties as assigned.
- Interacts and communicates effectively with business partners and vendor as needed. Maintains a comprehensive working knowledge of the Complaint Handling system. Participates in Monthly weekly team meetings and action teams to drive and improve performance. Ensures accurate and timely communication of issues to Customer Care Lead - Asia Pacific

**Requirements**:

- Strong knowledge of Call Center management systems, Customer experience management systems (Qualtrics strongly preferred) and analysis of data trends
- Experience working in multi-disciplinary teams i.e. Call Center operations, marketing, business transformation.
- Experience working in an OMNI channel Customer Care Set up
- Ability to thrive in fast-paced, start-up mentality environment
- Solid experience of bridging the gap between the customer and business needs & working with strategy, insights and data teams & communicating this to key stakeholders
- Experience with measurement of customer experience frameworks Awareness of current best practice CX trends
- Proactive, self-starter attitude; comfortable with ambiguity and balancing multiple priorities/needs
- Establish Training and education around omnichannel capabilities in collaboration with T&D team
- 4 Year College Degree (Bachelors) or Equivalent
- Other Emphasis in Life Sciences, Business, Marketing/Sales preferred
- 5+ years of Customer Service call center experience required.
- Experience in a Technical Customer Service Environment along with exposure in managing OMNI channel Customer Care set up

**Salary**: RM9,000.00 - RM11,000.00 per month

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- What is your JLPT score? (for non-native)

**Experience**:

- Japanese speaking Customer Service Operational: 3 years (preferred)

**Language**:

- Japanese (required)
- English (required)


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