This role will be responsible for the continued success of our established support team, as well as, ongoing growth and development of new project teams related to the quality and support objectives of MOBE. The right candidate will also be a thought leader in the company and point of contact for other departments such as QA, Information Technology, Events, Finance, Affiliate Liaison Relations, Operations, and Human Resources. This role also involves frequent communication with offsite call centers to keep remote Support teams prepared with the scripts, tools, and policies to resolve customer issues.
Manage customer service for all MOBE support teams both remotely and in the KLCC main office utilizing BPR (Business Process Reengineering).
Will work with Events to coordinate Event routing forms/checklists so that they are completed for past events; set up for next events as well as spreadsheets prepared; collections/bank wires, etc. for all events.
Research and implement industry best practices, strategic planning with a daily emphasis on keeping our industry-leading customer satisfaction rating at 88% and above. MOBE averages between 7000 and 9000 tickets a month in this Division.
Oversee the monitoring of public relation communication and social media channels including 10 different email accounts and close to a dozen social media groups over several popular platforms including Facebook Group maintenance.
Responsible for Division quality and control measures for a large section of cross-division projects including making sure that payment triggers, processing of payments are done in a timely fashion.
Work heavily with the Finance Team on merchant account monitoring issues to prevent declines, as well as, constant work with collection teams to prevent refunds and chargebacks.
Work heavily with finance on internal commission payouts when questions arise for the timely payment of staff and client consultant commissions.
Oversee the annual customer support budget and manage support vendors, including scaling up/down across multiple delivery centers and/or vendors.
Oversee and direct the continuous improvement of Division policy and procedures for all public-facing support documentation, policies, scripts, articles and images for the MOBE support site as well as scripts for use by customer service representatives in their daily call center and ticket support duties.
Review support interface flow and error messaging to improve clarity and reduce chance of client/consultant confusion resulting in technical support contacts.