Customer Contact Analyst null

Responsibilities

• All cases assigned are handled in a timely manner and meets required service delivery standards
• Achievement of daily/monthly productivity target as assigned by supervisor
• Adhering to all quality and regulatory guidelines and proactively seek ways to improve efficiency
• Participate and provide feedback/suggestion in training to improve quality of work and to ensure consistent high performance.
• Display good customer centricity attitude throughout the course of work.
• Provide guidance and coaching to junior staff to improve skill sets and quality of work.
• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and /or other

Requirements

• Compile regular or ad-hoc reports/statistics for analysis and provide feedback to supervisors in order to bridge gaps.
• To take on the role of acting Team Leader and oversee all leadership duties where assigned by Manager or Senior Manager.
• To manage team performance in terms of productivity, quality and ensuring adherence to all operational related requirements within the department.
• Lead initiatives/projects assigned that tie with the department’s goals
• Collaborate with others to identify and define project requirements, scope and objectives Track and provide timely update on the progress Handle any issues that arise.
• Identify and drive system enhancements to improve the services provided to our customers.
• Consistent delivery of customer service excellence through efficient investigation and handling of complex enquiries received through all channels prior to escalation to relevant dept/unit.

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