Customer Service Executive (AM/M), OSPL - Customer Management

Rank : M6/AVP5
Roles and Responsibilities:

Handle challenging and escalated situations/customers and ensuring prompt turnaround for all service requests with consistent quality
Handle complaint customers and assist on investigation of complaint cases
To nurture an environment where the team can excel through encouragement and empowerment, performing as a highly effective team
Monitor service quality by conducting sample checks on calls and emails
Liaise with internal stakeholders and follow up with external customers on all account related requests.
Work on projects as assigned

Reporting to:

Qualifications
Requirements:

Proven working experience in customer facing with minimum of 3 years experience, preferably in financial institutions
Strong customer facing and communication skills
Customer centric / Strong customer service mindset
A good team player with commitment and initiative
Independent and resourceful, and able to work under pressure
Desire to help others with patience and empathy
Meticulous, well organized and with ability to analyze and solve problems
Able to multi-task and effectively manage time

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