Deskripsi Pekerjaan
Are you a customer experience advocate with a keen eye for operational excellence? China Bank Savings is looking for a dedicated Service Quality Officer to join our dynamic team in Makati. In this pivotal role, you will be instrumental in shaping our service culture by developing robust strategies, refining customer complaint frameworks, and ensuring our policies align with industry-leading service standards.
As a Service Quality Officer, you will serve as a bridge between operational process owners and our customer-facing teams. You will analyze performance metrics, identify bottlenecks, and translate insights into actionable guidelines that improve customer satisfaction and loyalty. If you are passionate about process improvement and delivering world-class financial service, we invite you to help us elevate the China Bank Savings experience.
Tanggung Jawab
- Develop and implement comprehensive service quality strategies to enhance the overall customer experience.
- Design and maintain an effective customer complaints framework, ensuring timely resolution and root-cause analysis.
- Liaise with internal process owners to audit workflows and identify opportunities for service efficiency.
- Conduct regular service quality assessments and monitor adherence to established banking policies and guidelines.
- Prepare detailed reports on service performance metrics and present actionable insights to management.
- Lead initiatives to foster a customer-centric culture across all branch and head office operations.
- Coordinate with different departments to resolve escalated service issues and prevent recurrence.
Kualifikasi
- Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field.
- Minimum of 2-3 years of experience in service quality, customer experience management, or banking operations.
- Strong analytical skills with the ability to interpret data and translate it into process improvements.
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
- Deep understanding of complaint handling procedures and regulatory standards in the Philippine banking sector.
- Proficiency in Microsoft Office Suite, particularly in data visualization and report generation.
- High level of integrity, attention to detail, and a proactive mindset toward problem-solving.