Responsibilities:
1. Attend to inbound calls and emails regarding retail products
2. Maintain database of customer queries / requests received (calls / emails/branches/RM’s) which require further information/clarifications from other staff, and liaise with the relevant internal parties to ensure that those queries/ requests are answered/ executed before replying to customers.
3. Record (in a database) and forward any sales leads via email to RM, with a copy to the relevant Branch Managers to ensure that they are followed-up.
4. Record (in database) all feedback received before forwarding them to the relevant channels for improvement.
5. Attempt to resolve any complaints received via phone/email at the first point of contact with customers, and/or escalate cases to the relevant internal parties where necessary.
6. Track and document complaints received in the Complaints Received Register to ensure resolution within the timing stipulated in the Complaints Handling Policy, and forwarding a copy to Manager (Operations & Services) every two weeks for monitoring and escalation of unresolved complaints.
7. Compile a Weekly Report to be forwarded to Manager (Operations & Services) at the end of each week showing queries/requests handled for the past week, highlighting any outstanding cases for further action.
8. Ad hoc reporting of issues encountered and suggestions for improvement, if any.
9. Handling Customer queries on remittances
Requirements:
1. 'O' level, Diploma / Degree holders are welcome
2. Prior working experience preferably in the banking industry in the area of call centre/telemarketing
Please send CV in word document with a recent photo.
Only applicable to Singaporean and Singapore PR.
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