Working Hours: Mon - Fri, Office Hours.
Liase with stakeholders on the customer 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 the Team daily.
- Surveys received will be via P-Web, SMS,IVR etc.
- After the team downloads daily responses, map the responses to customer data and compile listing of “Detractors” including verbatim, these will be forwarded to the net promoted score champion to follow up with the customers and to close any loops.
- To work as the main custodian managing net promoted score while overseeing the net promoted scorefunctions 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.
