Customer Experience
7 days ago
Customer Resolution Specialist - 4 months contract (Maternity Cover)
Mon-Fri: 8.30am-5.30pm
Job Scope:
1. Feedback & Complaints Management
Monitor, record, and track customer complaints and feedback received from various channels.
Ensure all complaints are acknowledged and processed within the required turnaround time.
2. Investigation & Resolution
Coordinate with internal departments, agency units, and banking partners to investigate complaints.
Review investigation reports, assess service lapses, and recommend resolutions to management.
Facilitate
service recovery actions
by working with relevant teams to address customer concerns.
3. Dispute & Escalation Handling
Manage
complex and high-level disputes , including cases that require external mediation at CASE & FIDReC.
Serve as a key contact point for external regulatory bodies and arbitration panels.
4. Process Improvement & Prevention
Identify recurring issues and gaps in current processes, providing recommendations to
prevent future complaints .
Work closely with other departments to
streamline workflows and enhance service standards .
5. Reporting & Documentation
Prepare
monthly and quarterly complaint reports , tracking trends and analyzing root causes.
Present key insights to senior management to drive
customer service enhancements .
Review and update the
procedure manual
to reflect the latest processes and improvements.
6. Project & Role Development
Lead or support projects aimed at improving customer experience and complaint resolution strategies.
Be adaptable to
rotational roles within the Customer Management department
for career growth and development.
Requirements:
Bachelor's Degree
in Business Administration, Management, or a related field.
At least 2 years of experience
in complaints management, customer service, or a similar role.
Knowledge of Life Asia, CRM systems, and communication tools
is a plus.
Familiarity with financial or insurance products
is advantageous.
Excellent written and verbal communication skills , with
bilingual proficiency
preferred.
Strong interpersonal skills
– Pleasant disposition, patient, and able to handle difficult situations with perseverance.
Meticulous attention to detail
– Highly accurate in handling data and documentation.
Problem-solving mindset
– Able to manage customer complaints and resolve issues effectively.
Singaporeans only
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