Digital Channel Customer Experience - Singapore - Manpower Singapore

Description

Job scopesManagement of reported day-to-day digital customer issues to achieve customer satisfaction and friction less experience on our digital channelsPerform troubleshooting, logging of incident tickets, support investigations and ensure timely closure of issues with TechPerform and support activities such as providing timely customer communications and user training.

Provide post-implementation support to ensure all issues are escalated and resolved in a timely manner.
Liaise with touch points on customer resolutions and/or service recovery on timely manner.
Provide investigation support, track and monitor of reported customer issues escalated from front-office.
Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.

Work closely with front-office and technology team to provide detailed customer issue and information to assist them with timely investigation, impact assessment, resolution, and root cause analysis (RCA).Initiate periodic meeting with technology and business partners to review and follow up on all open production tickets relating to digital channel services.

Collaborate with cross functional technology & business partners to help speed up resolution of complex issues.
Collaborate with journey owners to resolve identified customer journey gaps.

Job requirementsDegree in Marketing, Technology or any related discipline.

Minimum 3 years' experience in the customer service and production support or banking industry preferably with good knowledge on retail productsExperienced in digital channel management, gathering business requirementGood understanding of banking products and related processesExcellent communication skills with the ability to instantly connect with people and manage ongoing relationships for positive outcomesA positive attitude in the workCustomer-centric and think out of the boxKeen interest in emerging digital trends and how to apply them to improve our digital customer experience.

Excellent and effective communicator.
Ability to analyse and resolve problems with the use of data and customer feedback.
Self-motivated with a good sense of ownership and accountability.
Able to apply design and experience thinkingCristina Malabuyoc Malijan EA License No. 02C3423 Personnel Registration No.

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