Responsibilities: Uphold service standards by answering customers feedback including complaints and compliments - effectively, managing challenging situations/customers and ensuring prompt turnaround for all feedback, with consistent quality and within stipulated timelines Manage escalations on customer feedback from various channels Monitor service quality by conducting sample checks on calls and emails Guide and counsel team members when they do not meet benchmark service levels Liaise with internal stakeholders and follow up with external customers on all customer feedback. Identify and drive process improvements, to ensure excellence in customer experience, timely delivery of services, optimum productivity and effective management of resources Drive Service Excellence agenda Lead and work on projects as assigned Reporting to: Head, Customer Service & Assurance
Working hours: Mon Fri; 9am 6:30pm
Working Location: Raffles Place (Bank)
Salary: Up to $5,000 nego *Depending on qualification & experience
Requirements: Degree holders and above, At least 5 years of relevant working experience in customer service or customer assurance preferred Customer-centric / Strong customer service mindset. A good team player with commitment and initiative with willingness to step into a leadership role Independent and resourceful, and able to work under pressure Desire to help others with patience and empathy. Meticulous, well organized and with ability to analyze and solve problems Able to multi-task and effectively manage time Interested applicants, kindly email your detailed resume (MS Word format is preferred): (Reg No: R1107390) Please ensure that applications sent through email are no bigger than 1Mb. We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.
Success Human Resource Centre Pte Ltd (EA License Number: 97C4832) 1 Sophia Road, Peace Centre, #06-23/29 Singapore 228149 T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg
Success Human Resource Centre Pte Ltd is an established Recruitment Firm specialising in Permanent, Contract and Temporary placements. We have clients in the various industries that meet your requirements for your career aspiration and advancement.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases