Senior Executive, Alternate Channel Engagement
2 weeks ago
YOUR MISSION:
Operational Excellence
- Respond to customer inquiries within SLA through digital channels, ensuring accuracy and compliance.
- Follow SOPs to maintain consistency and quality in interactions.
- Manage multiple conversations and escalate unresolved issues appropriately.
Service Quality
- Adhere to internal QA benchmarks including grammar, tone, professionalism, and compliance.
- Avoid errors that could lead to customer complaints or financial/reputational risk.
- Communicate feedback and operational gaps for service improvement.
- Stay updated on promotions, products, and processes.
- Act as a role model and champion the department's service vision.
Career Development
- Coach and mentor new hires.
- Participate in job rotation for self-development.
- Collaborate with Unit Head to identify training needs.
- Foster a positive team environment.
Compliance & Risk Management
- Maintain confidentiality and comply with PDPA, PCIDSS, and internal policies.
- Adhere to SOPs and regulatory requirements.
- Escalate compliance gaps and participate in Business Continuity Plan.
WHAT WE NEED FROM YOU:
Skills
- Effective time management
- Sound decision-making and escalation
- Receptive to coaching
- Clear communication of solutions
- Strong interpersonal skills
- Professional and customer-oriented attitude
- Team collaboration
Knowledge
- Strong business writing and communication skills
- Computer literacy and accurate typing
- Intermediate social media contact management
Experience
- Fresh graduate from any discipline or diploma holders with related experience
- Minimum 2 years in Contact Centre or related field
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