Shung Kok Chye Kelfred

• Responsibilities:
  
  • Team Leadership: Provide team leadership to the customer-focused CS team to ensure that customers are delighted within the stringently specified service levels
  • Guide the CS team on development, performance, and productivity issues
  • Empower the CS team to obtain information, and to provide extra service to resolve complicated issues, promote customer relations to enhance the public image of the company
  • Set clear target/direction for the CS team and individual performance
  • Develop efficient strategies to improve CS work processes including response scheduling, customer handling time, and customer communication methods
  
  • Staff Training/Development: Conduct regular meetings with team members to share real case situations and revise/improve internal processes, and produces in which such new SOP will be disseminated to the CS team on a timely basis
  • Identify relevant upgrading training courses and recommend staff for attendance
  • Ensure knowledge retention by collating product manual for the CS team
  • Conduct performance appraisals and interviews for staff
  
  • Performance Tracking and Evaluation: Monitor daily/weekly work schedules and rosters to ensure commitments and service standards to customers are met
  • Measure the turnaround time of inquiry calls/Zendesk tickets (Emails/WhatsApp/Facebook)
  • Perform ad-hoc follow-up calls to end customers on satisfactory levels of service partners (products servicing & Installation)
  
  • Inventory Management: Ensure showroom inventory, including Shell and spare parts are above safety stock level
  
  • Analytical Skills: Suggest and implement new ideas/initiatives/proposals to improve the department when needs/demands arise by anticipating the trend flow from data collected via customer feedback
  
  • Customer Relationship Management: Attend meetings/interaction sessions with customers to enhance customer relationship management in resolving issues, understanding customer needs, and improving relationships with customer
  
  • Escalation management/Excellent problem-solving abilities: Resolve escalated complaints and feedback cases with the technical team to provide resolution to customers
  
  • Collaboration: Communicate with the Technical team on stock transfer of spare parts from the technical team inventory to ensure ample spare parts stock is available at the showroom
  • Compile and update product defect symptoms and solutions for the technical team
  
  • Continuous Improvement: Obtain feedback from the technical team on service partners' charges to review performance and drive continual improvements
  
  • Call Center Operations: Monitor Performance Goals in the Customer Care Centre to ensure Service KPIs are achieved (Answering calls within 30 seconds, NSS, TAT & Continuous improvement

• Responsibilities:
  
  • Call Center Operations: Oversee the day-to-day operation of the Consumer Care Centre Counter, Administrative Support and Hotline Team (outsourced as of 30th June 2009) to ensure the overall delivery of efficient service to valued Consumers
  
  • Escalation management/Excellent problem-solving abilities: Resolve Consumer Complaints and conduct root cause analysis for immediate service recovery
  • Thereafter, take immediate corrective and implement preventive action (if necessary)
  
  • Process Improvement: Establish organizational structure, measurement tools and processes necessary to achieve the operational goals of the Centre
  
  • Collaboration: Ensure all systems function (IVR, Queue System, etc.) efficiently; work with relevant parties when necessary
  
  • Staff Training/Development: Ensure adequate staff are recruited, trained, rewarded/disciplined, and retained/released to achieve operational goals
  
  • Team Leadership: Timely and effective administration of performance evaluations, compensation plans, development and actions and coaching activity for all team members
  
  • Performance Tracking and Evaluation: Submit periodic management reports
  • Monitor Performance Goals in the consumer Care Centre to ensure Service KPIs are achieved (Answering calls within 30 seconds, NPS, TAT & Continuous improvement)

Responsibilities:

• Staff Training/Development: Conduct Internal Survey Observation (ISO) for all the agents in the Customer Care Monitoring Center (CCMC)
• Feedback/Coaching Sessions will be conducted thereafter
• Coaching staff (CCC/CMC) on Call Center Communication/Customer Service Skills
• Conducting refresher courses for staff (For example, Sustaining Excellent Customer Service, Bridging the Expectations Gap, etc.)

• Performance Tracking and Evaluation: Prepare the monthly overall CCMC performance report compiled of Customer Care Quality Survey, Staff Performance Appraisal, Contact Centre Performance report, and Monitoring Centre Performance report
• Thereafter, conduct a brainstorming session with Team Leads/Supervisor/Manager to fine-tune protocols, procedures, or processes

• Analytical Skills: Analyze the various CCMC reports

• Helping in the migration of mars system into Oracle system.

• Assisting passengers from the first and business class flights in the rental of mobile phones compatible with our local network
• Attending to feedbacks from passengers and conduct service recovery
• In charge of conducting monthly surveys and will recommend changes to the current process so as to achieve higher customer satisfaction
• Preparing monthly sales report.