Key Responsibilities:
- Manage day-to-day digital customer issues to ensure a seamless experience.
- Perform troubleshooting, log incident tickets, and support investigations for timely issue resolution.
- Provide timely customer communications and user training.
- Offer post-implementation support to escalate and resolve issues promptly.
- Liaise with touchpoints for timely customer resolutions and service recovery.
- Investigate and track reported customer issues from frontliners.
- Collaborate with front-office and technology teams to support investigations, impact assessments, and root cause analyses.
- Hold periodic meetings with technology and product partners to review open tickets.
- Work with cross-functional technology and product teams to expedite complex issue resolutions.
- Collaborate with journey owners to address customer journey gaps.
Qualifications:
- Degree in Business, Marketing, or any related discipline.
- Minimum 3 years in customer service, production support, or banking industry with knowledge of retail products.
- Experience in digital channel management and gathering business requirements.
- Understanding of banking products and processes.
- Excellent communication skills for managing relationships and achieving positive outcomes.
- Positive attitude and customer-centric mindset.
- Interest in emerging digital trends and their application to improve customer experience.
- Good analytical skills to resolve problems using data and customer feedback.
- Ability to apply design and experience thinking.
Interested candidates may send in their resume and cover letter directly to [email protected] (R1434374), stating the position as the subject title in the email.
Jireli Gem Mejia Cabria | EA License No. 02C3423 | Personnel Registration No. R1434374
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