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Be U Community Support Senior Associate

Req ID:  7065
Job Description: 

Primary Functions:

 

  1. Perform 24/7 CDX’s day-to-day community support operation
  2. Multi-disciplined and hands-on approach in managing Omni-channel customer experience.
  3. Full-scale social media & marketplace monitoring

 

  1. Manage large amounts of enquiries in a timely and effective manner.
  2. Research and study customer sentiments, problems for effective handling of enquiries.
  3. Ensure effective and consistent communication when handling different enquiries from customers.
  4. Building and maintaining effective internal and external stakeholder relationships.
  5. Proactive in highlighting operational risks and areas for improvement.
  6. Ensure service targets, SLA’s and KPI’s are met with optimum levels of quality & service delivery.

 

Duties and Responsibilities

 

  1. Proactively seek to improve communication scripts and service catalogue information.

 

  1. Keep up to date with any industry changes affecting Customer Care and attend training sessions to continuously improve knowledge and performance.
  2. Manage live chats, social media, telephony and third-party review sites.
  3. Jointly update, maintain and perform record keeping of all customer interaction experiences on the Customer Care system knowledge base.
  4. Ensure all internal, external and the Bank’s regulatory reporting from CDX’s Customer Care are prepared in a timely manner and with accuracy.
  5. Perform all tasks as set in Standard Operating Procedures, policies and guidelines.
  6. Proactively participate in continuous improvement activities pertaining to Customer Care operations.

Ad-hoc activities and others

 

  1. Assist and facilitate in various ad-hoc projects e.g. User acceptance tests, process automation, requirements gathering, documentations
  2. Any other duties/ assignment as and when directed by superior as per business requirement from time to time.
  3. Support for graveyard hours operation for
    • Exceptional handling for block debit card
    • System performance monitoring for the Engineering team
    • Fraud monitoring and account maintenance outside of fraud and account operations hours.

 

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