TN Frank

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Job Information
  Title Head of Customer Service and Customer Experience
Category Insurance
Location Malaysia
Job Description

Responsibilities

  • Define, develop and execute the Service strategy, processes, policies and procedures.
  • Lead the delivery of Service Change Management, Innovation and Transformation.
  • Lead and ensure consistent delivery of Service Performance, Reward System, and Service Recovery
  • Oversee and support Complaint Management.
  • Responsible for Service Reporting.
  • Manage the In-bound Call Centre, Customer Service Branch and Welcome Call Team.
  • Manage the NPS Top-Down and Bottom Up
  • Lead, grow and develop the Customer Service teams.
  • Maximize the technological tools available to the department in order to drive customer experience and operational efficiencies.

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Banking

Commercial, Investment, Islamic & Offshore Banks
banking

TN Frank focuses on Consumer, Commercial & Corporate Investment Banking positions

Insurance

General, Life, Reinsurance & Takaful
insurance

TN Frank focuses in the insurance industry inclusive of Actuary, Finance, Policy, Underwriting & Claims position.

Other Financial Institution and Functional Positions

function

Finance, Accounting, Audit, Legal & Compliance, Information Technology, Human Resources , etc..