To develop customer service guideline, and staff uniform guideline for WB Finance.
To prepare schedule of customer service training plan to coach the branch staff
To take lead on customer service award criteria selection for excellent branch and staff.
To assist line manager to develop criteria for mystery shopping.
Develop or refine customer service guideline to promote customer value that could lead to customer loyalty and business sustainability.
Develop Uniform guideline to reveal standard and identity of WB Finance
Manage customer feedback through suggestion box, and direct to staff.
Provide recommendation, help and support branch staff on the customer service and uniform standard section.
Develop customer checklist to support daily branch staff performance related to customer service and uniform guideline.
Ensure all the forms which are used for customer service are updated on time and effectively.
Develop the customer service criteria for yearly mystery shopping
Work closely with other departments, units and provincial branch offices to create institutional infrastructure support, if needed to revise any policy
Ensure timely implementation of assigned tasks within timeframe as set.
Regularly update line management about the progress and challenges encountered during the implementation of the customer service.
Monitor customer satisfaction level on customer service standard, and uniform
Ensure customer service for WB Finance is competitive in the market or comparing with other MFIs or bank.
Continuously build self-capacity and related skills, improve the performance and productivities. Implement the Performance and Development Management (PDM) system.
Assist Training Unit to design or/ and training materials regarding to customer service standard
Adopt positive behavior and attitudes which exemplify and encourage others to follow customer service standard and uniform guideline
Attend the meeting with departments, units, and others to share and discuss on customer service issues and others.
Perform other tasks as assigned by line manager
Job Requirement
Must have strong knowledge and capability of written and verbal communication in English.
Strong numeric and analytical skills and be capable to systematically and critically think on things need to be done for any specific job assignment;
General knowledge in term of MFI and Banking;
Have ability to work independently, self-managed, and proactively as a member of a small, busy team.
Have an ability to manage multi-tasks simultaneously to deadline.
Experience in customer service field, sales or hospitality.