As digital transformations reshape how we live, work, and interact, we are committed to staying at the forefront of this evolution.
Our Digital Channel Support team is vital in driving innovation by collaborating with key stakeholders to resolve customer issues, ensuring seamless digital experiences.
We are looking for a customer-focused, self-driven individual to enhance satisfaction by effectively addressing issues reported on our digital platforms.
Key Responsibilities:
- Manage daily digital customer issues to ensure customer satisfaction and a smooth experience across digital channels.
- Perform troubleshooting, log incident tickets, support investigations, and work with the tech team to ensure timely issue resolution.
- Support activities such as providing prompt customer communications and conducting user training.
- Offer post-implementation support, ensuring that all issues are escalated and resolved promptly.
- Coordinate with relevant teams to ensure timely customer resolutions and service recovery.
Job Duties & Responsibilities:
- Provide support for investigations, tracking, and monitoring customer issues escalated from frontline teams.
- Ensure timely resolution of reported issues, escalating critical matters to stakeholders as needed.
- Collaborate closely with front-office and technology teams to provide detailed customer issue information, facilitating swift investigations, impact assessments, resolutions, and root cause analysis (RCA).
- Initiate regular meetings with technology and product partners to review and follow up on all open production tickets related to digital channel services.
- Work with cross-functional technology and product teams to expedite the resolution of complex issues.
- Partner with journey owners to address and resolve gaps in the customer journey.
To apply please click the Apply button or send us your updated profile to [email protected]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.
