Oversee the Level 1 BPO service provider across all customer contact channels i.e., voice, chat, email, and web tickets; including social media coverage, ensuring consistent, high quality service delivery.
To proactively look at opportunity for improvement in handling process, potential of reducing wastage, unproductive tasks that will have impact on operational efficiency and customer experience.
Customer Service – Responsible for handling customer enquiries, providing assistance, addressing customer concerns, and ensuring a positive customer experience.
Definition: It helps ensure an easy, smooth, and enjoyable experience with a brand, directly influencing customer retention, loyalty, and business growth. [1, 2]
Provide full tracing service for customers and other DHL network by investigating undelivered, returned, misrouted, delayed, lost and damaged shipments (different kinds of service incidents).
Oversee the operations of MMHE’s Customer Engagement and Support Centre, ensuring seamless end-to-end assistance for every client from contract award to project completion. Services span office allocation, setup and maintenance, ground arrangement, visa and immigration support, travel coordination, administrative assistance, and event management, ensuring a smooth, comfortable, and memorable client experience throughout the project lifecycle.