Job Description

• Multi-disciplined and hands-on approach in managing Omni-channel customer experience.
• Full-scale social media & marketplace monitoring
• Manage large amounts of enquiries in a timely and effective manner.
• Research and study customer sentiments, problems for effective handling of enquiries.
• Ensure effective and consistent communication when handling different enquiries from customers.
• Building and maintaining effective internal and external stakeholder relationships.
• Proactive in highlighting operational risks and areas for improvement.
• Ensure service targets, SLA's and KPI's are met with optimum levels of quality & service delivery.

Duties and Responsibilities

• Proactively seek to improve communication scripts and service catalogue information.
• Keep up to date with any industry changes affecting Customer Care and attend training sessions to continuously improve knowledge and performance.
• Manage live chats, social media, telephony and third-party review sites.
• Jointly update, maintain and perform record keeping of all customer interaction experiences on the Customer Care system knowledge base.
• Ensure all internal, external and the Bank's regulatory reporting from CDX's Customer Care are prepared in a timely manner and with accuracy.
• Perform all tasks as set in Standard Operating Procedures, policies and guidelines.
• Proactively participate in continuous improvement activities pertaining to Customer Care operations.

Ad-hoc activities and others

• Assist and facilitate in various ad-hoc projects e.g. User acceptance tests, process automation, requirements gathering, documentations
• Any other duties/ assignment as and when directed by superior as per business requirement from time to time.
• Support for graveyard hours operation for

• Exceptional handling for block debit card
• System performance monitoring for the Engineering team
• Fraud monitoring and account maintenance outside of fraud and account operations hours.

Skills Required