In this role, you are required to have a flair for language and writing with the ability to communicate with all stakeholders, be resourceful and able to provide a solution within the agreed turnaround time. Your primary role is to deliver an awesome customer service experience to our customers through email communication and online chat. Feedback received is to be handled with urgency and care to provide an outcome that is both fair and satisfactory. You need to have the ability to drive escalations through defined process to resolution.
You must have the passion to provide outstanding customer service quality and be able to embrace change positively. You must be interested to participate in the various email resolution techniques such as making outbound call to internal or external customer to resolve and be proactive to provide ideas as to how we can match our email resolution with the constant development in digital/communication media.
Job Description:
- Manage the day to day email communication with customers and distributions
- Provide quality customer service through reviewing, assessing and providing the response in a timely manner
- Meet SLA of 90% email resolution within 5 working days
- Work with different business units to provide a one stop solution to the customers
- Resolve feedback or issues raised by customers or sales representatives
- Analyse emails to streamline work processes, work with Team Lead to improve on the SLA and be involved in initiatives such as email reduction & chatbot.
Who we are looking for:
Competencies & Personal Traits:
• Strong command of the English language (spoken and written)
• Analytical and self-motivated
• Resourceful and resilient
• Effective in problem solving
• Fast learner
Working Experience:
• At least 2-3 years of experience in a Financial Institution and in a customer service role
• Knowledge in Lifeasia, CRM, communication tools and financial products is an advantage
Education
• Degree/Diploma holder in any discipline
Language
• English
