Customer Service Analyst: Surveys & Escalations

Recruit Express Pte Ltd; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

Recruit Express Pte Ltd in Singapore seeks a customer service professional to manage call surveys, resolve complaints, and provide timely, quality responses to customer inquiries. The role supports ongoing service improvements, requirements gathering, and post-implementation follow-up within the finance services domain.

The ideal candidate has 3–5 years in customer service within financial services, with experience handling escalations and survey-driven follow-ups, in a fast-paced environment.

Qualifications

• Minimum 3 to 5 years in Customer Service experience within the Financial Services Industry.
• Experience in conducting customer call surveys, including handling ambiguous customer responses.
• 2 years’ experience in managing escalated complaints, service recovery and complaint-related follow-ups (preferred).

Responsibilities

• Manage call surveys with accuracy and in a timely manner
• Resolve complaints in an independent, effective and timely manner within the firm’s service standards
• Deliver timely and quality responses to customers’ queries and feedback received through customer service touch points
• Support Customer Service projects and process improvement initiatives, including requirements gathering, user testing, data preparation, issue tracking and post-implementation follow-up
• Any other duties assigned to meet the firm and department goals
• Determine when survey responses require clarification or follow-up.
• Assess whether customer concerns should be escalated for review and management attention

Skills

Customer service

Financial services domain

Escalation handling

Job description

Recruit Express Pte Ltd in Singapore seeks a customer service professional to manage call surveys, resolve complaints, and provide timely, quality responses to customer inquiries. The role supports ongoing service improvements, requirements gathering, and post-implementation follow-up within the finance services domain.

The ideal candidate has 3–5 years in customer service within financial services, with experience handling escalations and survey-driven follow-ups, in a fast-paced environment.