Who we’re looking for
The Service Quality Senior Offer will be responsible for day-to-day feedback, service recovery and complaint handling that comes through Call Centre as a touchpoint.
What you’ll do
- Acts as the main contact point for all intra and/or inter-department feedback and complaint handling and liaise with affected business or support unit to determine the cause of issue and resolution for customer.
- Ensure timely handling of customer issues raised and proactively follows up to ensure all stakeholders are kept informed and does their part in addressing customer's issues and resolution promptly.
- Embody customer engagement & professionalism by showcasing excellent customer handling skills and appropriate service recovery when necessary.
- Collate, analyze and identify customer service gaps in the customer experience feedback, complaints and compliments to provide business intelligence for the Call Centre and the Bank.
- Recommends improvements in work processes or systems based on identified gaps to contribute to the improvement of Call Centre’s overall performance.
The knowledge, experience, and qualifications you’ll need to succeed
- A university degree holder in any discipline with minimum 2 years’ of relevant work experience in Complaints Management familiar with banking and/or credit cards process, products and systems (prior experience as universally-trained UOB Call Centre staff preferred).
- Excellent written and spoken communication skills in English, with ability to influence and persuade stakeholders. Bilingual in a second language (spoken and written) is an advantage.
- A strong customer service mindset with good communication, excellent problem solving and complaint management skills to represent the Bank to customers and general public
- Possess strong interpersonal skills, resourceful and able to work independently and as a team.
- Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
- High level of accuracy and attention to detail.
- Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” attitude and a positive attitude to change.
- Highly motivated self-starter with initiative and showcases strong completer/finisher skills.
