Senior Executive/Assistant Manager

2 days ago

Putrajaya Putrajaya Federal Territory, Malaysia IOI Properties Group Berhad Full time 60,000 - 120,000 per year

Responsibilities:

Quality Improvement Program & Initiative

  • To organize and coordinate the Service Quality Standard training to all new frontliners in order to improve their knowledge and understanding.
  • To assist and support all current and new improvement programs/strategies.
  • To coordinate with respective stakeholders.
  • To monitor and analyze the results of the implemented action plans for continuous improvement.

Audit & Assessment

  • To conduct service quality audits and assessments on the quality management system & service quality standard to assess compliance, identify areas for improvement and identify undocumented good practices with the aim to standardize such practices across the Group.

Customer Satisfaction Survey & Feedback

  • To assist to conduct periodic Customer Satisfaction Survey or other methods to obtain customers' feedback.
  • Analyze and report on customer's feedback in order to recommend areas for improvement and to ensure improvements made are effective in meeting the Company's objectives.

Support to Business & Supporting Units

  • To assist in compiling data and information for reports such as KPI, Customer Feedback and Complaint Reports & IOI Support System.
  • To jointly develop effective corrective and preventive measures.
  • To attend compliance and certification audits to provide clarification and assistance.

Others

  • Perform all necessary administrative tasks relating to the Service Quality Department.

Job Requirements:

  • Diploma/ Degree in any field.
  • At least 3-4 years relevant working experience in service quality, customer experience, or quality assurance. Preferable candidate comes from a Property Development industry
  • A customer service-oriented & people-oriented person
  • Excellent communication, facilitation and interpersonal skills
  • Strong analytical, problem-solving and report-writing skills
  • Proficient in Microsoft Office and customer feedback management systems
  • Good command of English, Bahasa Malaysia and Mandarin
  • Passionate about customer service and continuous improvement

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