Job Description

The Customer Service Intermediate Analyst is a Manager level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards

• Provide coaching and support to team and serve a point of contact for escalations

• Develop and maintain client portfolio through regular calls and face to face interaction, as needed

• Inform clients about problems (system failures, market issues) and provide regular resolution updates

• Advise on and advocate the implementation of process improvement and reengineering to improve client experience

• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base

• Escalate customer feedback, processing delays and errors appropriately

• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary

• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment

• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives

• Minimum of 5 years customer experience or technical support experience preferably from the banking, financial services, information technology, BPO or other similar industries

• Demonstrated project management and organizational skills to prioritize multiple tasks

• Proven self-reliance and accountability and ability to manage risk

• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders

• Proven investigative and analytical skills

• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

• Proficiency in Mandarin

• Bachelor\'s degree/University degree or equivalent experience

Adecco