Job Responsibilities:
- Review and assess escalations (SQMS/SOS) from VEMF/Inbound Department to identify, liaise and resolve customer issues completely and promptly.
- Ensure validity of each escalation prior to escalating out to BU/SU and ensure quality of escalation is maintained.
- Liaise with other Business Units (BU) / Stake Holders (SH) to acknowledge, follow-up on actions/feedback requested by customers through various Contact Centre touchpoints and contact customers to resolve requests/feedback promptly within the established service turnaround time.
- Ensures respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
- Monitor BU/SH’s adherence to rules, regulations and procedures and escalate to respective senior management (when required).
- Handle complaints and ensure all callbacks to address customers’ issues are completed within the timeline promised to or requested by customer.
- Work with BU/SH or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of contact centre processes.
Job requirement:
- Minimum 2 years of experience as a universally trained Officer/manager in UOB Contact Centre.
- Good knowledge in banking/cards process, products and systems.
- Good written and spoken communication skills in English, with the ability to influence and persuade BU/SH and customers.
- Possess excellent telephone, strong interpersonal skills, resourceful and able to work independently and also as a team.
- A strong customer service mindset with good communication and problem solving skills to represent the Bank to customers and general public.
- 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” and “willing to learn” attitude.
- Have a good problem solving mindset when handling complaints
- Highly motivated self-starter with initiative and showcases strong completer/finisher skills.
