Customer Service Specialist
7 days ago
RecruitFirst is hiring You will be outsourced to:
Location:
Central
Working Hours: Mon – Thur: 8.30am – 5.15pm, Fri: 8.30am – 5.30pm
Salary:
Up to $6,500 per month
Duration: 4 months contract
Job Description:
Manage, understand and record feedback and complaints that come in through various touchpoints and sources
Coordinate investigations of complaints by other departments, Agency Units and bank partners. Ensure reports are received within the stated turnaround time, and correctly address the feedback received
Analyze investigation reports / information received and make independent recommendations to the management for service resolutions
Coordinate service recovery actions with customers and relevant departments
Identify areas for improvement in current processes and highlight to other departments for review and change.
Recommend solutions to prevent recurrence of similar complaints.
Handle disputes that involve external parties and high level cases including mediation and adjudication sessions at CASE & FIDReC
Prepare statistics, monthly/quarterly complaints management reports, trend analysis and ad-hoc reports for circulation to Senior Management Team
Review and update procedure manual
Manage projects undertaken by the section
Be prepared to take on / be rotated to another role in Customer Management for development, growth and contributions
Requirements:
Degree in Business Administration/Management
Knowledge in Lifeasia, CRM and communication tools an advantage.
Knowledge in financial or insurance products an advantage
At least 2 years of complaints management / customer service experience
Singaporeans only.
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