The role is responsible for delivering high-quality customer service and operational excellence by effectively utilizing CRM systems, databases, and technology tools to streamline processes and enhance service delivery. The position requires strong analytical capabilities to collect, analyze, and interpret data, identify trends, and support data-driven decision-making to improve operational efficiency and resolve recurring issues.
The individual will manage a wide range of customer and internal inquiries with diligence, ensuring high levels of customer satisfaction. Clear and effective communication, strong problem-solving abilities, sound decision-making skills, and excellent interpersonal skills are essential for success in this role.
Key responsibilities include maintaining accurate and detailed records of customer interactions, transactions, and inquiries within company CRM and database systems, while strictly adhering to standard operating procedures (SOPs), quality guidelines, and compliance standards to consistently deliver superior service.
The role involves meeting or exceeding defined performance metrics such as response time, resolution rate, customer satisfaction scores, and other key performance indicators (KPIs). The individual will provide multi-LOB (Line of Business) support, handle complex scenarios, resolve account-level exceptions, and assist team members in improving performance through guidance and support.
Additional responsibilities include creating and publishing performance and operational reports, identifying process gaps, collaborating with quality and internal teams to implement corrective actions, and sharing reports with both internal stakeholders and external clients. The role also includes sharing best practices with team members through feedback, coaching, and training sessions.
The individual will be responsible for correcting and rectifying system errors within customer databases, ensuring data accuracy and integrity. The role further requires liaising with the Ombudsman’s office and other regulatory bodies to resolve customer grievances, manage high-level escalations, and ensure timely and effective resolution in compliance with regulatory standards.
