Provide new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints for the purpose of increasing customer satisfaction. Includes Call Centre - Outbound, Call Centre/Customer Service, and E-Channels Customer Service. Reports periodically on quality of service and customer satisfaction.
CCC
Job Role
Customer Care Associate
Job Family Code
CCC
Job Family
Customer Care
Respond to customers via different channels and make regular contact for updating existing customers and prospects acting as the first point of contact.
Keep records of interactions with customers, and perform relevant administrative duties.
Maintain customer database and update periodically.
Promote financial services products and services.
Follow up for open tickets and coordinate with concerned departments for timely resolution.
Job Role
Senior Customer Care Specialist
Job Family Code
CCC
Job Family
Customer Care
Maintain strong customer relationships and ensure smooth account operations and observe fiduciary responsibilities.
Coordinate with internal departments such as sales, channels, operations, and others and provide feedback on service-level agreements and account maintenance tasks.
Validate customers opportunities before referring them to the appropriate channel.
Resolve complaints/issues in an accurate and timely manner by coordinating between customers and management or other channels when necessary.
Conduct customer satisfaction surveys and submit customer experience report.
Job Role
Customer Care Manager
Job Family Code
CCC
Job Family
Customer Care
Develop and oversee implementation of customer care policies, procedures and systems ensuring customer satisfaction of all delivered services.
Manage customer relationships for existing customers and prospects, creating good relations and keeping customer updated.
Develop and improve after sales services and coordinate cross-selling to optimise client experience while implementing fiduciary responsibilities.
Analyse customer service data to determine the level of customer satisfaction and design quality assurance programmes.
Oversee investigations of complex or long standing customer complaints and provide guidance to solve issues.
Job Role
Head of Customer Care
Job Family Code
CCC
Job Family
Customer Care
Contribute to the formulation of the overall organisation's strategy, in collaboration with others in the executive team, focusing on the organisation's customer care function.
Approve and ensure implementation of customer care function policies and procedures and ensure its efficiency.
Manage customer care function and ensures its compliance to regulatory requirements as well as market standards.
Manage and monitor customer care function budget for cost efficiency.
Manage internal and external relationships and represent the organisation in all business matters related to customer care function.
Oversee quality of sales services and cross-selling while monitoring fiduciary responsibilities.