Work location: Alexandra & Mapletree Business Centre
Work hours: Mon - Fri 9AM - 6:30PM (No Shift or Weekend Work)
Basic Salary + 2 months bonuses per annum
You will be part of the dynamic team that is a vital part of the division’s Service Quality Framework. You will liaise with Group Customer Advocacy (GCA) and coordinate with them on the surveys received. You will analyse and identify customers’ pain points (Detractors) or compliments (Promoters) based on customers’ verbatims. This is to ensure that the customers’ experiences are maintained at the professional level set by the management of Client Bank.
Major responsibilities include:-
To extract the leads and send it to GCA Team daily.
Surveys received will be via P-Web, SMS,IVR etc.
After GCA download daily responses, map the responses to customer data and compile listing of “Detractors” including verbatim, these will be forwarded to the NPS champion to follow up with the customers and to close any loops.
To work as the main custodian managing NPS while overseeing the NPS functions for our Mass market customers who are managed by our stakeholders.
Perform follow up/service recovery calls for detractors with 0 to 4 rating and customers who gave negative comments in the verbatim.
To understand the Voice of the customers (VOC) and place the correct tagging for reporting purposes.
Perform other duties as assigned.
Requirements:
· A university degree holder or pursuing a degree in any discipline with a minimum 2 years experience preferably in a customer centre or financial services environment.
· A strong customer service mindset with good communication and customer centric drive to improve customer experience.
· Bi-lingual in English and a second language (preferred).
· Possess strong interpersonal skills and able to work independently and as a team.
· Analytical skills to drive call quality improvements and suggest process improvements.
· Familiar with banking and/or credit cards process and products, systems.
· Proficient in Microsoft Excel and Microsoft Office applications.
· Prior experience as a Bank's Call Centre Agent/TM for at least 2 years and must be universally-trained.
