Reporting to the Regional Head of Escalation Management, your role is detailed below:
- Business owner of the Escalation management in Vietnam.
- Business owner of the L3 team’s performance in Vietnam & execute projects.
- Take lead in resolving high-risk escalation from C-level, regulator bodies, including attending court.
- Take lead in driving down the Buyer/Seller frictions, be it from identifying top friction through data analysis to drive the collaboration with stakeholders to close the loop.
- Overseeing our data systems and reporting frameworks, guaranteeing the integrity and precision of data. Enhancing analytical and reporting functions, as well as quality assurance processes to pinpoint areas for enhancement.
- Take lead in driving the Vietnam L3’s efficiency, increase the productivity and lower the cost.
- Collaborate with stakeholders across CC team to find improvement opportunity regarding escalation.
- Ensure the customer satisfaction at targeted level.
- Raise the awareness of high-risk escalation through assessment and top friction sharing.
- Other tasks as assigned by the Regional Head of Escalation Management.