This person will be in charge of performance and development of Quality Control and Customer care tasks for all suppliers and services provided to clients. He/She will activate and supervise all the implementation of business plan for the department, according to the KPI, strategy and vision set by the OPM.Objective of Position
Mô tả công việc
Roles and accountabilities:
Management role:
- Set the action plan to implement the approved plan
- Co-operation with Manager to develop and Implement the suitable procedures, templates, systems and structures of the department for more productivity and better quality.
- Develop and submit the departmental plan
Customer care:
- Analyse and find solutions to improve the quality and frequency of customer care to all places, all markets and all products in coordination with Sales, BD, market managers and Operations
- Fully updated, analyse and find solutions for customer care tasks of all non-English speaking markets in coordination with Sales and BD
- Develop, implement and monitor as well as improve the required standards of customer care to all markets in coordination with Sales, BD and market managers
- Improve the urgency handling procedures and on-going monitor well for all urgent cases with related teams
- Summarise the customer care tour reports after tour to communicate with agents or key sales according to the requirements from Agents and Sales
Quality Control:
- Identify all the issues arising from all suppliers upon service delivery to clients and find solutions to fix this in coordination with related departments (Contracting, Ops, Sales, Prod and BD)
- Develop, define, implement and monitor the standards for each individual product offered by the company in coordination with Product and Sales department.
- Execute scheduled and non-scheduled control checks/ inspections on tours, cruises, restaurants etc. in all regions and countries to monitor the implementation process and performance.
Risk Management:
- Develop, monitor and implement the corporate requirements for risk management for all services delivered in all regions and to all markets
- Find solutions to avoid risks to all the services provided especially to new products and highly risk products in coordination with product and related departments
Procedure development:
- Coordination with Managements and relevant departments to create/ improvise Standards of Procedures for both internal & external work processes in regards to service delivery to clients
On-spot required brand implementation and development:
- Develop, implement, monitor and improvise the brand requirements according to company and the agent’s standards in coordination with Ops and Marketing departments
Trainings:
- Carry out internal and external trainings on standard of services according to department and company’s requirements
- Develop presentations on suppliers such as transportations, hotels… and send to Sales and related departments
Reports & Others:
- Be in charge of regular reports according to requirements of Company and OPM.
- Work on ad-hoc reports as required from OPM.
- Other tasks according to requirements from OPM.
