Assistant Manager/ Manager, Customer Services

Position Objective: This statement should be a general summary of the responsibilities listed in the next section.
This role has the responsibility for ensuring best quality of customer services and effective sales support in related sub-region and/or large size CS center as assigned by the company.
Roles and Responsibilities Describe specific key functions of the position or the essential areas of responsibilities, listing the most important first.
Begin each statement with an action verb Describe what, how, and why role/responsibility is performed.
Indicate average percentage of time each responsibility takes.
1.Train, coach and monitor CS staff’s performance to make sure that they provide an excellent service to customers and agents base on the defined service standard of frontline service Department (20%).
2.Daily check related reports/data for sure that all CS transactions at assigned CS Center and GA offices are reconciled at day end without errors after End of Day running (20%).
3.Routinely offsite check GA offices to make sure that GA staffs strictly apply AIA guideline, procedure and regulations (10%).
4.Brief and guide CS staff about AIA memos, guideline to make sure that staff (including GA staff) understand and implement them appropriately (10%).
5.Manage cash, receipt at CS Center and GA offices to make sure that they are under control without any misappropriation (10%).
6.Share the case study and motivate staff spirit. Conduct the training courses for CS team members. (10%)
7.Good relationship with AD and GA Director to get their full co-o