Customer Service Quality Manager

As an employee at PSIPL, you will be part of a company that offers a comprehensive range of smart, innovative facilities management solutions aimed at delivering cost-effective and sustainable results for our clients" facilities and workplaces. Our commitment at PSIPL is to provide our clients with compelling value-based solutions through a comprehensive services management approach that emphasizes quality, trust, and service excellence. We combine a large pool of trained resources with incisive industry expertise to meet the diverse requirements of our clients from different business sectors. We hold certifications such as ISO 9001:2015, OHSAS 18001:2007, EMS 14001:2015, and EnMS 50001:2011, which showcase our dedication to quality, safety, and environmental sustainability. **Key Responsibilities:** - Drive account conversions into flagship accounts. - Establish and implement process standardization, including documentation and reporting mechanisms following G-R-G Standards. - Develop and deploy key documentation such as Employee Data Management, Monthly Management Review (MMR) Reports, Minutes of Meeting (MoM) Standardization, Best Practices & Initiative Documentation, Internal Review & Governance Framework, Client Reporting & Documentation Standardization, Townhall Calendar Management, Client Expectation Documentation, and Control Mechanism Implementation. - Foster a culture of safety assessments across sites through a digitalized framework. - Ensure timely updates and reporting within the Account CRM system and conduct training of the CRM application across stakeholder groups. - Conduct site visits and client meetings to capture the Voice of Customer (VOC). - Organize client workshops and develop solution-oriented documentation. - Administer and analyze Customer Satisfaction (CSAT) surveys. - Conduct process audits. - Lead or participate in customer experience (CXM) events and initiatives to enhance service quality and client satisfaction. **Key Skills required:** - Proficiency in Excel, including pivot tables, formulas, and charts. - Experience with BI tools like Power BI, Tableau, or similar is a plus. - Good understanding of customer metrics and service workflows. - Analytical mindset with attention to detail. - Effective communication and documentation skills. Join PSIPL to be part of a company that values continuous improvement, entrepreneurial spirit, respect for people, responsibility, accountability, teamwork, and business ethics.,