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Customer Experience (CE) Coach

Keywords / Skills : Customer Experience, CE, CE strategy, customer service

1 - 5 years
Posted: 2018-09-21

Job Description
Customer Experience (CE) Coach

Responsibilities:
  • Plan, initiate, manage and monitor CE strategy implementation at assigned branches based on identified areas of opportunities. 
  • Conduct pulse checks and intervention on CE-related matters at assigned branches and engage with respective business units to escalate issues and seek resolution. 
  • Develop and conduct training programmes for Branch Leaders/ staff on technical and soft skill competencies. 
  • Collaborate with Branch/ Region Leaders in strategizing action plans to further improve branch customer experience and educate staff on various aspects of customer service 


Requirements:
  • Strong interpersonal and communication skills with the ability to create, influence and deliver business information by presenting propositions in an effective, clear and compelling way. 
  • Possess high work ethics in demonstrating customer centricity and Maybank core values, especially integrity 
  • A problem solver who is naturally inquisitive and able to perform end to end mapping of branch challenges to identify root cause and mitigation 
  • Resourceful self starter who is capable of multi-tasking multiple issues and challenges simultaneously 
  • Adaptable to the guidelines, changes and complexities of the banking industry 




About Company

Malayan Banking Berhad
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