Customer Service Sr. Analyst - C11

About this role

• Would be responsible to analysis and login complaint received from front office
• Also be accountable to track various stages of complaints, review if all communications have been sent to the client
• Track and ensure investigation is taken place thoroughly and in line with the prescribed standards
• Analysis if the resolution is accurate and evidence documentation of complaint resolution
• Perform quality assessment and provide relevant feedbacks where necessary
• Always ensure best practices are compared / shared to deliver the best service across markets
• Must be able to use experience to identify possible issues before they arise and to be pro-active in resolving such issues
• Must have the ability to multi-task by taking on extra ad-hoc tasks without letting the day-to-day tasks suffer
• Ability to work independently within a team environment
• Hands on experience in using Microsoft Office Tools
  
  

• Results oriented, assertive, innovative and resourceful
• Attention to detail
• Ability to work in fast-paced environments, multitask and respond in short timeframes
• Creative approach while dealing with ambiguity with the ability to anticipate challenges and develop innovative
  
  

• 5 - 7years of experience in service delivery and operations
• Familiarity to the Complaints framework and the governance flow
• Identify emerging trends/risks in underlying business practices across business areas
  
  

• Strong strategic and analytical skills that are sharply Client focused
• Ability to interact professionally with diverse groups, executives, managers, and subject matter experts.
• Have excellent critical-thinking, communication (written and oral) and interpersonal skills to manage expectations of senior business stakeholders . Pragmatic problem-solver, forward thinker with independence of thought
• Demonstrate necessary maturity to deal with senior management, engage peers and effectively manage, influence and guide colleagues
• Demonstrate capability to synthesize, prioritize and drive results with a strong sense of urgency