Customer Interaction and issue resolution: Engage with frontline through various channels to address inquiries and concerns ly. Resolve customer issues effectively, ensuring a positive resolution.
Feedback Analysis: Collect and analyze customer feedback, identifying trends and areas for improvement. Collaborate with relevant Dept. to implement changes based on feedback.
NPS Monitoring: Categorize and analyze NPS feedback to understand detractors, passives, and promoters.
Detractor Outreach: Proactively reach out to NPS detractors to understand their concerns and reasons for dissatisfaction. Work towards finding solutions and addressing issues to convert detractors into satisfied customers.
Process Improvement: Identify bottlenecks and pain points in customer interactions. Collaborate with internal departments to streamline processes and enhance the overall customer experience.
Customer Education: Provide guidance and education to customers on product features, services, and self-help options.
Cross-Functional Collaboration: Work closely with other departments (such as product development, BU, and sales) to share customer insights and ensure a cohesive customer experience.
Performance Reporting: Prepare regular reports on customer satisfaction metrics, Branches KPI. Present findings to management, outlining actionable steps for continuous improvement.
Training and Development: Stay informed about best practices and customer service trends. Participate in training sessions to enhance skills and knowledge related to customer experience.
Job Requirement
Qualifications:
- Graduated from University of Banking/ Economics/ Trade or Business Analysis
- Diploma, Certificate related to CS, CX or Customer Communication is a plus
Experience:
- At least 2 years of experience in banking/finance industries
- Previous role in sale/ CS is an advantage
- Experience with Customer Relationship Management (CRM) Platform
- Ability to do data analysis and reporting.
Skills:
- Excellent interpersonal and customer service skills
- Proficiency in MS Office and data review
- Strong communication and negotiation skills
- Effective presentation and information sharing skills
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