Responsible for providing comprehensive customer service support through telephone, fax, letters, and email, as directed. Handles inquiries and complaints from both internal and external customers.
Takes full ownership of customer inquiries or complaints and works closely with relevant departments at the Head Office or branches to resolve them within the designated timeframe.
Ensures timely follow-up and updates to customers on the status of their complaints until resolution is achieved.
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Own end-to-end BPO management, acting as the primary point of contact to ensure alignment on operational goals, performance expectations, and business outcomes.
Collaborate with BPO leads, agents, and internal stakeholders to drive action plans and initiatives that achieve key KPIs (e.g., AHT, productivity, E2E performance, attendance and etc).
Monitor and manage vendor performance against SLAs, proactively identifying gaps and implementing corrective actions, including performance improvement plans and penalties where applicable.
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