Service Process Controller
1 week ago
**Job title: SERVICE PROCESS CONTROLLER**
**Roles & Responsibilities**:
- Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
- Documents actions taken to resolve enquiries.
- Takes ownership for documenting, and monitoring adherence to all account related processes.
- Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
- Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
- Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
- Monitors performance through statistical reporting and analysis.
- Analyses and identifies areas of improvement to the service to ensure customer satisfaction
- Prevents negative trends by properly raising and reacting to performance and progress gaps.
- Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.
- Builds and enhances strong customer relationships and acts as an escalation point for the customer.
- Takes responsibility for learning about all current customer need.
Schedule:
- Day shift
Ability to commute/relocate:
- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)
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