Petaling Jaya, Malaysia





Job ID


Be a part of a revolutionary change! At PMI, we have chosen to do something incredible. We are committed to inclusion & diversity and is proud to be an equal opportunity employer. You’ll enjoy the freedom to dream up and deliver better brighter solutions and the space to move your career forward in endlessly different directions. Your “day to day” As part of the Customer Care team, the B2B Customer Care Executive is responsible to govern the operations of call centre and ensure the onboarding of partners/retailers through proper resource planning. The role also focuses on executing strategies to deliver exceptional B2B customer service by ensuring all programs and initiative are properly executed and tracked. You will also be responsible to: • Support B2B line of business by supporting partners/retailers throughout their journey – Learn, Join, Engage and Advocate. Prepare and analyse reports, make necessary recommendations based on insights. Upon approval, implement tactical and strategic initiatives to improve services. • Prepare training materials covering processes, systems, taking points and program mechanics, seek for approval, train the trainers, and optimize based on feedback from retailers, agents and performance. • Ensure all policies and practices are in line with global policies and local regulations. • Internal stakeholder management, support and collaborate with internal stakeholder not limited to consumer journey, digital and marketing, commercial operations, legal and external affairs to understand the evolving business needs and provide the optimum level of service. • Voice of Partners and Retailers: Develop and implement mechanics to gather voice of partners/retailers via NPS, complaints and other means. Gather & analyse data, and take corrective actions. • Develop and implement quality assurance policies, conduct quality checks on agreed samples. Analyse data to identify areas for improvement, identify training needs, organize training interventions to meet quality standards. Who we are looking for • Minimum 5 years of professional experience in customer service centre management, with at least 3 years of experience in a supervisory role. • A systematic and logical approach to problem solving and a capacity to work around problems. Ability to adapt and respond quickly to a fast-changing environment. • Demonstrates the ability to work sensitively, and effectively, within and across diverse teams. • Possess positive attitude and the ability to build relationships with clients. • Strong analytical and reporting skills. • Computer savvy especially in MS Office. Experience in Salesforce will be an added advantage. • Degree in Business Administration, Economics or equivalent.