Executive, Customer Experience

JOB SCOPE AND RESPONSIBILITIES

  • To assist with managing the HomeTeamNS Enquiries account and ensuring the prompt replies by the respective officers in-charge.
  • Strategically diagnose prevailing service issues and work with the line supervisors to propose solutions.
  • To administer and co-ordinate the internal service audit.
  • Work on the Call-Accounting management system to introduce relevant KPIs to track answering of phone calls at the key customer touchpoints.
  • Introduce most appropriate practices/service standards for frontdesk operations as part of continuous improvement to deliver the unique HomeTeamNS experience.
  • To provide support on recurring/routine service quality tasks (eg. Conduct service orientation for new hires; ensure that all new hires are properly inducted on all essential service standards and priorities by their respective supervisors.)
  • To assist with the monthly compilation of Members’ Feedback Summary for all business units and track recurring feedback.
  • Ensure that members’ experience touchpoint maps are being reviewed on a periodical basis and updating it so that the service standards are aligned to the organization service direction and focus.
  • To administer initiatives arising from the Strategic Review Committee that Customer Experience has to follow up.
  • To co-ordinate, track and monitor the implementation of service initiatives led by the S.E.A.L Team.
  • Be a role model and active advocate of HomeTeamNS Service Experience – live and breathe service, garner ground support and inspire participation in service initiatives and conduct on-the-spot service intervention, wherever possible.

This job description is not intended to be an exhaustive list but to indicate the main responsibilities and job scope of the post. It will be reviewed periodically to take into account changes and developments in the course of work. Any changes will be discussed fully with the jobholder.
The HomeTeamNS Bukit Batok clubhouse swimming pool will be closed for maintenance and upgrading works from 13 August 2018 - 31 Oct 2018. The pool will reopen on 1 Nov 2018.
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