Job Description

As a Senior team member, working and supporting the Service Recovery team and make sure that in the event of any service failure on the part of QR involving its customers, service recovery is completed promptly. Oversee the investigation process through finalizing the conclusion, necessary responses, and compensation proposals in accordance with the department’s established guidelines. This position is in charge of managing all aspects of service recovery, including the timely reporting of all customer-related complaints. The role is directly responsible for approving compensation proposals for his/ her team members.Accountabilities:Overseas the day-to-day activities of the Service Recovery team by providing support to the team and being the point of escalation on all service recovery related matters.Ensure all critical service failure cases are escalated to management to insure continuous improvement.Oversee and ensure that the progress action of the customer related cases and service recovery reports are appropriate and meet Service Level Agreement (SLA) including department deadlines.Coordinate work movement within the department’s functional/geographic structure across QR network to ensure effective workflow identified and reported back as required.