Quality Assurance (80%):

• Build up and implement the FLOD (First Line of Defense) procedures for CS frontline.

• Assure CS frontline being operated and providing services following approved procedures and guidelines.

• Early detect/ inspect issues related CS operations, then propose appropriate action plans to correct and fix issues, implementing service recovery and prevent the issue recurrence in the future.

• Conduct training/ refresh training for CS staff.

• Create standard works for CS frontline and make sure CS frontline staff following and apply on their daily work.

• Co-operate with relevant Departments on improving Customer care services.

• Involves in customer onsite visit when handling the customer's complaints, customer's care and Investigation cases etc

Back-up force for CS frontline & involves in customer visits (10%): Plays the roles of back-up force for CS frontline when needed

Others (10%)

• Work closely with the sales force.

• Contribute to maintain professional office environment by ensuring compliance with company policies (labor regulations, office rules, dress policies, etc.)

• Positively recommend changes in workflow to increase service quality, decrease paperwork & turn-around time.

• Perform other tasks as assigned from time to time