Commercial Excellence & Customer Services

ROLE & RESPONSIBILITY

• Monitor, analyze Pro/Con of current work process of Commercial staff for process improvement
• Follow up and feedback new work process from Commercial staff for process adjustment
• Coordinate with all relevant parties to develop written documentation of work processess
• Maintain database of documentation of work processess
• Coordinate and support in carrying out the change management activities
• Coordinate and support in implementation audit activities
• Coordinate and support in development and implementation of digital systems and tools
• Carry out KM activities to stimulate knowledge sharing, storage and application within the team
• Survey and get feedback from Commercial staff for continuous improvement
• Initiate activity and to encourage Commercial staff to participate in KM and build KM culture among staff 
• Carry out customer satisfaction enhancement programs/ intiatives/ activities as well as coordinate for customer satisfaction survey
• Analyze survey result for each market event for continuous improvement in future activities
• Propose initiative/activities to meet customer expectation
• Maintain and analyze Customer Database in order to propose marketing activities
• Maintain customer portal and support customers in using customer portal as a administrator of the portal
• Consolidate and report Voices of Customers, complaints etc. from the customer portal

EDUCATION

• Bachelor's in business & marketing, IT, Psychology, Communication Arts, Political Science, Arts, Economics or related field.

EXPERIENCE

• At least 3-5 years, if having experience in marketing, Sale Coordinator, Business Analyst background, IT skill (Photoshop/ Microsoft program/Adobe) and understanding of sales and payment instruments/mechanism is preferable.
• Service Mind, Good communication skills, and friendly and approachable are needed.