Role Overview:
Supporting the creation, maintenance, and updating of Standard Operating Procedures (SOPs) and Frequently Asked Questions (FAQs) to ensure the Customer Experience (CE) team operates efficiently and effectively, thereby achieving operational excellence.
Responsibilities:
- To develop clear, comprehensive, and easily understandable documentation (SOP & FAQ) that guides agents in following best practices of customer experiences, products and processes of Pluang.
- Consistency in keeping updating the documentation on the most relevant cases, products, and processes.
- Assisting in developing SOPs & FAQs: Draft, edit, and format new SOP documents for various call center processes, including call handling, escalation procedures, customer service protocols, and compliance guidelines.
- Regularly review and revise existing SOPs & FAQs to reflect process changes.
- Assist in integrating SOPs into training materials for new hires and ongoing training sessions for current employees, collaborate with CE Trainer to conduct the sessions.
Requirements:
- Bachelor's degree in Business Administration,Communication Science, Management & Information System, or related field.
- 1 year of experience in operations management within the financial services industry, with a focus on investment platforms or wealth management would be advantageous, or similar experience in customer service and contact center industry.
- Proficient in using call center management tools, CRM systems, and other specialized software like trading platforms, order management systems, and back-office tools to track, process, and monitor client activities.
- Excellent in prioritization of managing multiple tasks and ensuring that time-sensitive tasks, like urgent customer queries, requests or compliance issues, are handled promptly within SLA.
- Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.
- Excellent analytical skills with the ability to identify opportunities, solve complex problems, and make data-driven decisions.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organization within a multi-national setting.
- Demonstrated track record of being process improvements and quality assurance in a call center industry and implementing best practices.
Work Environment Details:
- Attractive compensation package - competitive salary, flexible bonus scheme.
- We are always looking for ways to promote and inspire innovation. So, come build your dream with us.
- Individual career path - management and technical career growth, enhanced by learning and development program, regular performance assessment, teams of multi-national IT professionals.
- Healthy work environment - company-sponsored medical program and beverage program.
- Friendly policies to support work-life balance, team building, and celebrations.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Pluang Company Overview
Empower millennials to achieve financial freedom through a diversified range of simple investment options. At Pluang, it is our dream to provide access to all financial products and investment options in a simple and easy way. People from any background should be able to access the financial products market.
Supported by robust technology, Pluang empowers you to achieve future financial freedom. Our user-friendly application helps you make financial investments with a very low budget but high return. Pluang is affiliated with PG Berjangka, which has a trading license from Bappebti.
Role Overview:
Supporting the creation, maintenance, and updating of Standard Operating Procedures (SOPs) and Frequently Asked Questions (FAQs) to ensure the Customer Experience (CE) team operates efficiently and effectively, thereby achieving operational excellence.
Responsibilities:
- To develop clear, comprehensive, and easily understandable documentation (SOP & FAQ) that guides agents in following best practices of customer experiences, products and processes of Pluang.
- Consistency in keeping updating the documentation on the most relevant cases, products, and processes.
- Assisting in developing SOPs & FAQs: Draft, edit, and format new SOP documents for various call center processes, including call handling, escalation procedures, customer service protocols, and compliance guidelines.
- Regularly review and revise existing SOPs & FAQs to reflect process changes.
- Assist in integrating SOPs into training materials for new hires and ongoing training sessions for current employees, collaborate with CE Trainer to conduct the sessions.
Requirements:
- Bachelor's degree in Business Administration,Communication Science, Management & Information System, or related field.
- 1 year of experience in operations management within the financial services industry, with a focus on investment platforms or wealth management would be advantageous, or similar experience in customer service and contact center industry.
- Proficient in using call center management tools, CRM systems, and other specialized software like trading platforms, order management systems, and back-office tools to track, process, and monitor client activities.
- Excellent in prioritization of managing multiple tasks and ensuring that time-sensitive tasks, like urgent customer queries, requests or compliance issues, are handled promptly within SLA.
- Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.
- Excellent analytical skills with the ability to identify opportunities, solve complex problems, and make data-driven decisions.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organization within a multi-national setting.
- Demonstrated track record of being process improvements and quality assurance in a call center industry and implementing best practices.
Work Environment Details:
- Attractive compensation package - competitive salary, flexible bonus scheme.
- We are always looking for ways to promote and inspire innovation. So, come build your dream with us.
- Individual career path - management and technical career growth, enhanced by learning and development program, regular performance assessment, teams of multi-national IT professionals.
- Healthy work environment - company-sponsored medical program and beverage program.
- Friendly policies to support work-life balance, team building, and celebrations.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Pluang Company Overview
Empower millennials to achieve financial freedom through a diversified range of simple investment options. At Pluang, it is our dream to provide access to all financial products and investment options in a simple and easy way. People from any background should be able to access the financial products market.
Supported by robust technology, Pluang empowers you to achieve future financial freedom. Our user-friendly application helps you make financial investments with a very low budget but high return. Pluang is affiliated with PG Berjangka, which has a trading license from Bappebti.