- Provide investigation support, track and monitor of reported customer issues escalated from frontliners.
- Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.
- Work closely with front-office and technology team to provide detailed customer issue and information to assist them with timely investigation, impact assessment, resolution, and root cause analysis (RCA).
- Initiate periodic meeting with technology and product partners to review and follow up on all open production tickets relating to digital channel services.
- Collaborate with cross functional technology & product partners to help speed up resolution of complex issues.
- Collaborate with journey owners to resolve identified customer journey gaps.
“This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).
e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to A-IT Software Services Pte Ltd’s PDPA and e2i PDPA.
