Team Lead, Customer Experience, Digibank

Team Lead, Customer Experience, Digibank

GrabTaxi Pte Ltd
3-6 years
Not Specified

Job Description

Job Description :
Get to know our Team:
We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.
Get to know the Role:
We are living in exciting times. Technology is reshaping how we live and we want to use it redefine how financial services are offered, which is why Singtel and Grab are coming together. Singtel is Asia's leading communications group connecting millions of consumers and enterprises to essential digital services while Grab is the leading technology company in Southeast Asia offering everyday services to consumers. Together, we have big dreams to unlock and financial inclusion for people in our region is just one. We want to build a digital bank with the right foundation - using data, technology and trust to solve problems and serve customers.
Reporting into the Customer Service Operations head of the bank, the Customer Service operations team ensures the smooth operation of the bank's contact centre, where customer support executives interact with the bank's customers across different touch points. The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle focusing on quality, customer satisfaction and efficiency.
. The role is responsible in managing a team of customer support executives who would provide real time human-assisted support via various channels including but not limited to voice, live chat, email, social media, L1 and L2 support to the bank's customers
. As the team manager, the role will guide and support the customer support executives in handling customer enquiries, resolve issues while building and maintaining good relationships with Digibank customers in Singapore
. Guide our customers in using the Digibank application and resolve issues via self serve tools, HelpCentre and FAQs.
. Clear understanding of the business and operational requirements and the respective SOPs, manage and ensure the team's adherence to the SOPs
. Follow through and escalation to internal & external parties as necessary to resolve any issues from our customers
. Meet individual and team qualitative and quantitative operations performance metrics
. Collaborate closely with the Customer Service Operations team and SMEs in the delivery of relevant customer support initiatives
. Coaching and developing team members
. Be the advocate of Digibank values and standards for self and team
The day-to-day activities:

  • Provide quality customer support (24/7) through various channels including but not limited to Voice, Digital and Chat channels for our customers

  • Manage and problem solve for a team of customer services executives

  • Perform supervision tasks including but not limited to team performance analytics,performance improvement, productivity, efficiency initiatives, as well as support process improvement initiatives

  • Be a fast learner to drive the team's execution of new processes related to product launches, tactical campaigns, systems enhancements, process automation or channel optimizationprojects

  • Channel customer feedback to Operations head and stakeholders to continuously improveexisting processes and drive innovative resolution solutioning

  • Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.

  • Monitor various company communication channels including call center, social media, web enquiries, etc. and respond appropriately in a timely manner

  • Provide regular data analytics, project / issue reports to operations head, Customer Servicemanagement team as required

The must haves:

  • Minimum 3 years working experience in Customer Service in financial / banking industry or payment processors

  • At least 1 year supervisory / managerial experience as team leader or manager within the customer service organization / contact centre

  • Banking industry certification would be a definite plus

  • Tertiary education, must possess at least a Diploma in any relevant field

  • Solid knowledge and understanding of contact center technology, processes and operations.

  • Experience in Zendesk, Livechat and digital servicing channels will be an added advantage

  • Proficiency in using Microsoft products such as Excel, PowerPoint, Word

  • Ability to communicate results to management and in a fast paced environment

  • Customer centric and attention to detail

  • Can thrive under minimal supervision

  • Outstanding organizational skills with multitasking skills

  • Able to work on weekend and rotational shifts

  • Excellent verbal/written communication skills in English language

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