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Service Quality Expert

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Reading Full time
Service Quality Expert Role

We are seeking an experienced and passionate Service Quality Expert to join our team at Reading. As a key member of our customer service team, you will be responsible for driving service quality initiatives and ensuring that every customer interaction meets our high standards.

Key Responsibilities

Your primary duties will include:

  • Developing and implementing service quality strategies to drive business growth and customer satisfaction.
  • Collaborating with cross-functional teams to identify areas for improvement and implement process enhancements.
  • Conducting root cause analysis and identifying opportunities for process improvements.
  • Monitoring and reporting on key service quality metrics, including FCR and NPS.
  • Developing and maintaining relationships with internal stakeholders to ensure alignment and cooperation.
Requirements and Qualifications

To succeed in this role, you will need:

  • A strong background in service quality principles and practices.
  • Excellent analytical and problem-solving skills, with the ability to think critically and develop effective solutions.
  • Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike.
  • Basic Microsoft Office skills, including Excel.
About Us

At Reading, we pride ourselves on our commitment to delivering exceptional customer experiences. We believe in fostering a positive and inclusive work environment that encourages growth, innovation, and collaboration.