• Work closely with SAM in all Service Ambassador -related projects that require support.
• Monitor quality of customer services and customer satisfactions levels by conducting SAs Daily and weekly report, and survey to ensure achievement of service quality targets.

• Assist in new service roll outs to ensure associate and client readiness
• Conduct Service Ambassadors training and coaching routines to ensure SA have skills necessary to deliver a superior customer experience.
• Drive customer retention, reduce churn, and increase customer satisfaction.
• Monitor and evaluate SAs performance progress, identify needs for skills development.
• Responsible to develop high performing Service Ambassadors and to improve the overall customer service quality at the branches.
• Work closely with VRA team to identity the area of improvement in Branch customer service and NPS and VOC management.
• Prepare Analytical report base on NPS, CSAT and suggestion box to highlight the issues regards with quality of customer service
• Work closely with other stakeholders departments to be in line with customer service initiatives and service improvement.
• To become a bridge between the departments and branches in order to minimize the communication gap and work flow improvement and service readiness.
• Provide periodic reports.
• Other duties as assigned.

JOB Requirements

• Prefer Graduate from Institute of Economics
• Minimum 5 years experience in banking or financial industry, 10 years of which with focus in Customer Experience, or Service Quality
• Strong communication and presentation skills with good command of English in both written and spoken
• Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
• Customer-centric and innovative;
• Proficiency in PC applications in MS Office
• Training and Coaching Skills to enhance the customer service skills at the branches