Overall Role Purpose:

\n\nConduct ICCC+ calls\nSupport driving any Customer Experience mindset and behaviour activities internally (running workshop, training, event if needed)\n\n

Accountabilities:

\n\n\nConduct ICCC+ calls to customers to gather ratings and feedback on customer experience and service quality\nCapture customer ratings and comments into ICCC+ tool\nConduct ICCC+ ad hoc calls to support stakeholders's project to gauge customer experience\nProcess untagged comments from all feedback channels according to the Topics guide\nFollow up with designated 2nd callers across functions to ensure that follow-ups to customers are attempted on a timely basis\nAssist on reporting for key ICCC+ performance indicators, if needed\nMonitor and allocate call laodings to ensure sufficient call volume\nSupport internal communication to functions on customer feedback e.g. compliments\nSupport driving Customer Experience mindset and behaviour activities internally (running workshop, training, event if needed)\n\n

\nRequirements:\n\n\nGood command of English\nExcellent written and verbal communication skills\nStrong communication and interpersonal skills\nAbility to work collaboratively across departments\nMust have initiative and be resourceful as he/ she will dealing directly with customers\nEmpathetic and patient approach to customer interactions\nGenuine interest in customer experience, transformation, innovation, and technology\n\n\n