We're Hiring: Assistant Manager – Customer Service
Shah Alam, Selangor, Malaysia
DCH Auriga Malaysia Sdn Bhd is seeking an experienced and results-driven Assistant Manager – Customer Service to lead our Customer Service function within the Healthcare Distribution business.
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Ensure internal control and compliance are not compromised.
Champions service performance within the branch (queue management, complaint handling, SST uptime, customer experience)
Approve, Review and Audit Teller and Related Branch Financial Transactions (End of Day Financial Transaction Checking, Balancing, Reconciliation, etc.) in order to Prevent and Detect Fraud and Errors
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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
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Manage local / CO teams and operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally
Develop a culture in line with International Operations Vision to make every customer touch point brilliant
Align with Head, Customer Operations Region on the local aspects of the transformation plans of Customer Operations (CO) into intelligent service centers and to become a more customer centric organization and execute against those plans
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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
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Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention
Drive customer recovery across all products, services, and customer support scenarios such as M365, Azure, Windows, networking etc., Specialization may occur based on expertise and business need.
Advocate for the best resolution possible for the customer while balancing Microsoft policy and interests through exception management.
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Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention
Drive customer recovery across all products, services, and customer support scenarios such as M365, Azure, Windows, networking etc., Specialization may occur based on expertise and business need.
Advocate for the best resolution possible for the customer while balancing Microsoft policy and interests through exception management.
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