Oversee Contact Centre operations for loyalty programme matters including account management, points crediting, tier progression, and service feedback.
Handle escalated member cases with professionalism and empathy, ensuring timely and satisfactory resolution.
Safeguard programme integrity by resolving issues related to points, rewards, and personal data.
Monitor escalations and identify recurring service or process issues; work with internal teams to implement improvements.
Conduct data analysis to uncover trends and provide actionable insights through regular and ad-hoc reports.
Support system troubleshooting and readiness for new rollouts, automation initiatives, and process updates.
Maintain SOP manuals and training materials; deliver briefings to tenants and frontline staff to promote service excellence.
Collaborate with internal stakeholders to align initiatives and foster cross-functio...