Customer Experience & Service Improvement Analyst

Recruit Express Pte Ltd; Singapore; Vor Ort; SGD 42.000 - 65.000; Vollzeit

Zusammenfassung

Recruit Express Pte Ltd is seeking a customer service professional with 3–5 years of experience in financial services to manage call surveys and resolve complaints effectively. The role also involves supporting service improvement initiatives, gathering requirements, testing, data prep, and post-implementation follow-up, with responsibilities including escalation assessment and timely responses.

Ideal candidates will have strong communication skills, the ability to handle ambiguous responses,

Qualifikationen

• Minimum 3–5 years in Customer Service within the Financial Services industry.
• Experience in conducting customer call surveys and handling ambiguous responses.
• 2 years’ experience in managing escalated complaints and follow-ups.

Aufgaben

• Manage call surveys with accuracy and timely execution.
• Resolve complaints independently and promptly within service standards.
• Deliver timely, quality responses to customer queries from service touchpoints.
• Support customer service projects and process improvements, including requirements gathering and post-implementation follow-up.
• Perform other duties to meet department goals and determine if clarifications are needed.
• Assess whether customer concerns require escalation for management attention.

Kenntnisse

Customer service

Call surveys

Escalation handling

Jobbeschreibung

Recruit Express Pte Ltd is seeking a customer service professional with 3–5 years of experience in financial services to manage call surveys and resolve complaints effectively. The role also involves supporting service improvement initiatives, gathering requirements, testing, data prep, and post-implementation follow-up, with responsibilities including escalation assessment and timely responses.

Ideal candidates will have strong communication skills, the ability to handle ambiguous responses,