JOB SUMMARY

Management of the Customers and all issues/matters relating to walk-in, email or other channels of communication.

KEY TASKS AND RESPONSIBILITIES


Timely report of NPS collection and other customer related reports 2. Handle, resolve and document customer complaints.
Complete accurate and timely documentation of all services provided to callers.
Support the branches, Call Center and front facing teams with customer information as and when.
Respond to customer incoming calls as per agreed TATs
Ensure closure of CRM issues – liaise with other team members to close
Carrying out customer surveys, social media, and email management.
Retrieval and send out Monthly statements to customers in line with the OM confidentiality guidelines.
Respond to Customer audit/financial requests as and when 10. Research required information using available resources.
Escalate / liaise with other teams on any issues which require further consultation.
Provide customers with product and service information in line with OM confidentiality guidelines 13. Liaise with the Group CX unit and attend CX forums as necessary.
Adherence to AML/KYC/Risk & Compliance
Performs all other tasks as assigned by the line Manager.


Qualifications & Experience

Competencies


Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
Proficient ability to analyse data and develop recommendations.
Strong verbal and written communication skills
Ability to maintain a positive, empathetic, and professional attitude toward customers at all times
Excellent interpersonal and communication skills that help with serving clients.
Ability to learn new tasks/duties quickly (learning curve)
A good team player
Timely and organized.
Continuous involvement in projects geared towards improving the customers’ experience.
Proactive participation and support of operation’s initiatives


Skills and competencies


Business related degree
Customer service experience from a Multinational an added advantage
Knowledge in customer service principles and practices
Professional experience in an office setting using the telephone and computer as primary instruments to perform duties
Ability to stay calm when customers are stressed or upset