Senior Customer Experience Analyst: Surveys & Escalations

Recruit Express Pte Ltd; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

Recruit Express Pte Ltd is seeking a customer service professional in Singapore with solid experience in financial services. You will manage call surveys, resolve complaints, and provide timely responses to customer queries across service touchpoints.

The role supports process improvement initiatives, including requirements gathering, user testing, and data preparation, with follow-up after implementation.

Qualifications

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

Responsibilities

• Manage call surveys with accuracy and in a timely manner.
• Resolve complaints independently and promptly within service standards.
• Deliver timely, quality responses to customers’ queries via service touchpoints.
• Support service projects and process improvements, including requirements gathering and testing.
• Handle post-implementation follow-up and issue tracking as needed.
• Determine when survey responses require clarification or escalation for review.

Skills

Customer service

Call surveys

Complaint management

Job description

Recruit Express Pte Ltd is seeking a customer service professional in Singapore with solid experience in financial services. You will manage call surveys, resolve complaints, and provide timely responses to customer queries across service touchpoints.

The role supports process improvement initiatives, including requirements gathering, user testing, and data preparation, with follow-up after implementation.