Manage service recovery of ICF/TCF (Instant Customer Feedback/Transparent Customer Feedback)
Perform first level investigation to identify root cause and case owners
Liaise and follow up with relevant departments/case owners to resolve customers’ feedback &/or issues.
Work with case owners to actively manage resolution within SLA.
Work with frontline leads and case owners to ensure cases are follow up on
Ensure resolutions to customers are provided in a timely manner
Draft and send letters/emails for case resolution when necessary.
Monitor ICF/TCF daily volume and report accordingly
Provide feedback and suggestion within Contact Centre for process improvement if any
Identify knowledge gaps and recommend training needs by performing monthly analysis
Manage and lead Service Improvement Officer
Handle escalations to head of department and senior management if any
Prepare reports and power point presentations, represent department at periodic updates with other internal stakeholders,
Drive improvements through collaboration, empowerment and process improvements with stakeholders from all products, channels and segments using complaint analysis.
Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life? Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.
In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.
We offer excellent career prospects and attractive remuneration package to the right candidates.