Our reputable client in Singapore is looking for a Digital Product Manager to join their team in Singapore.
1. Customer Issues & System Support
- Provide investigation support, track and monitor of reported customer issues escalated from front-office.
- Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.
- Work closely with front-office and technology team to provide detailed customer issue and information to assist them with timely investigation, impact assessment, resolution, and root cause analysis (RCA).
- Initiate periodic meeting with technology and business partners to review and follow up on all open production tickets relating to digital channel services.
- Collaborate with cross functional technology & business partners to help speed up resolution of complex issues.
2. Servicing & Customer Experience Management
- Review customer satisfaction through tracking of support demand, and issue resolution turnaround time
- Perform analysis through data collated and identify process improvement or enhancement plans to reduce negative customer impact and improve overall customer satisfaction.
- Collaborate with journey owners to resolve identified customer journey gaps.
- Drive and execute channel process improvements to achieve operational excellence and better employee journeys.
Qualifications:
Experience in Customer Issues & System Support
Servicing & Customer Experience Management
Interested applicants may submit your detailed resume to [email protected] in MS Word format.
We regret to inform that only shortlisted candidates will be contacted.
EA License No. 01C4394 • RCB No. 200007268E • EA Registration No. R1329705 (Lopez Geraldine Pascual)
