Senior Executive, Customer Happiness

Position Responsibilities

1. Advanced Case Handling

• Manage high-difficulty or sensitive cases that require deeper investigation, conduct recovery calls to customers to uphold ZUS’ Customer Happiness standards, restore customer trust, and ensure a positive resolution while capturing insights for operational improvements.
• Provide clear guidance to agents on how to approach tricky customer scenarios or when agents have questions while handling cases, ensuring consistency in service quality and timely resolution.

1. Operational Excellence & Workflow Support

• Identify gaps or recurring issues in workflows and propose practical improvements by partnering with CH QA and Ops to refine SOPs, update FAQs, and minimize recurring errors, ensuring smoother operations and enhanced customer experience.
• Support pilot testing of new tools, features, or processes bef...