Job Description
Role Overview:
- Responsible for customer voice analytics, complaints and service request insights, and operational performance analysis.
- Identify common feedback from customer complaints, satisfaction surveys and compliments.
- Establish a process of service recovery for dissatisfied customers.
- Supports the Customer Relations and Digital Services team to establish trends and recommend opportunities or improvements to management.
- To improve the quality of customer service in the Centre Feedback Management.
Key Responsibilities:
- To drive customer satisfaction
- Use multiple data points to develop insights and predictive indicators that can impact customer satisfaction, service quality, and operational outcomes.
- Establish trends across customer experience, service quality, and operational data, and provide evidence-based recommendations to stakeholders for continuous improvement.
- Analyse staff related complaints as part of Feedback Management and provide inputs for coaching.
- Govern the end-to-end Service Request (SR) and complaints landscape and serve as the primary point of contact for all service requests created by the Customer Centre.
- Management of social media
- Validation and driving of compliments 9. Provide support to the centre in maintaining healthy service level in accordance with the prevailing framework/model
- Perform independent daily/weekly/monthly checks to ensure compliance on bank’s policies, standards and guidelines (e.g. transaction monitoring and processing checks)
- Provide support to the centre in maintaining healthy service level in accordance with the prevailing framework/model
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.
Requirements:
- Min 3 years of frontline service experience, and experience as a Customer Relations Manager/ Team Manager with basis analytical skills preferred.
- Good analytical and time management skills
- Ability to collect, monitor and study data relating to customer feedback
- Excellent written and verbal communication skills, and ability to communicate to people from all levels
- Ability to identify gaps in processes and recommended improvement.
- Strong customer mindset
- Ability to empathise and understand customer perspective.
- Able to work harmoniously in a team
- Able to work with minimal supervision
