Case Manager, Customer Care, Customer Experience Management | Singapore, SG

Maybank Singapore; Singapore; On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a skilled Case Manager for its Customer Care team. This role focuses on enhancing customer satisfaction through effective complaint management and service recovery. You will oversee escalated complaints, provide quality resolutions, and liaise with internal and external stakeholders to ensure smooth operations. The ideal candidate will possess strong communication skills, a service-oriented mindset, and experience in customer service. Join this dynamic team to make a meaningful impact on customer experiences and drive continuous improvement in service delivery.

Qualifications

• Proven experience in a customer service or complaints-handling role.
• Strong organizational skills and attention to detail.

Responsibilities

• Manage escalated complaints from various touchpoints.
• Provide quality resolutions to retain customer loyalty.
• Liaise with stakeholders to identify root causes of issues.

Skills

Training

Customer Service

Communication

Conflict Resolution

Regulating Rules

Education

Diploma or higher qualification

Job description

Case Manager, Customer Care, Customer Experience Management

JOB DESCRIPTION
The Maybank Customer Experience Management department's charter is to transform the customer experience bank-wide and improve satisfaction across segments and touchpoints.

We have an exciting opportunity for an experienced, skilled, and self-motivated individual to join the Customer Care team. This team is responsible for overseeing and enhancing bank-wide issues management and service recovery efforts, including training, resolution, tracking, and associated regulatory functions.

Job Responsibilities

1. End-to-end management and handling of escalated complaints received from touchpoints, Business Units, MAS, and other authorities
2. Provide quality resolutions with speed and efficiency to retain customers' confidence and loyalty
3. Provide guidance to touchpoints and Business Units for First Contact Resolution
4. Report writing, review of sales documentation, and interviewing customers
5. Tracking, analysis, and management reporting
6. Liaising with internal stakeholders to understand issues, identify root causes/preventive measures, and implement quick fixes or areas for improvement to prevent recurrence of issues
7. Liaising with internal and external auditors
8. Liaising with regulators and authorities, e.g., MAS, ABS, PDPC, CASE

Job Skills

• Training
• Customer Service
• Communication
• Conflict Resolution
• Regulating Rules

Job Requirements

1. Diploma or higher qualification
2. Proven experience in a customer service or complaints-handling role, with a focus on resolution and customer satisfaction
3. Service-oriented individual with good team spirit
4. Good written and verbal communication skills, with the ability to convey complex information clearly and concisely
5. Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively
6. Demonstrated resilience and a positive attitude when faced with challenges
7. Understanding of regulatory requirements related to complaint handling is advantageous
8. Excellent verbal and written communication skills; fluency in Mandarin will be advantageous
9. Good administrative skills and ability to work with spreadsheets
10. Banking experience and knowledge is required
11. Relevant experience in complaints handling and knowledge of investment products is not necessary but would be an advantage
12. Experience in handling premium segments in banking is not necessary but would be an advantage

Note: Only shortlisted candidates will be contacted.

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