Job Responsibilities
· Review and assess escalations from 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 owners for acknowledgement, follow-up on actions/feedback requested by customers through Inbound Customer Service Departments and contacts customers to resolve requests/feedback promptly within the established service turnaround time.
· Ensure respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
· Monitor BU/SU’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/SU or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of contact centre processes.
Job Requirements:
· Bachelor Degree with 4 years of working experience in Contact Center
· Experience in handling follow up actions, escalation
· Good communication skills
