Customer Service Analyst
Job Summary
The Customer Service Analyst serves as the primary contact for walk-in customers at the Service Centre, ensuring high service standards. The role involves managing customer requests, handling feedback, and promoting digital tools to enhance the client experience. Candidates are expected to maintain compliance and accuracy while identifying opportunities for process improvements.
Responsibilities
- Manage walk-in customer interactions
- Process customer requests with compliance
- Promote digital self-service tools
- Resolve feedback and escalations
- Identify process improvement opportunities
Required Skills
- Minimum 2 years customer service experience
- Diploma or Degree holder
- Strong communication skills
- Attention to detail
- Problem-solving capabilities
Job Details
Responsibilities:
- Provide consistent and positive customer experience to all walk-in customers.
- To ensure accuracy and compliance for all customers' requests.
- Educating customers on the features and benefits of our digital tools.
- Handle and manage appeals, feedback and first level escalations.
- Constantly identify process improvements with the objective to improve overall customer experience.
Requirements:
- At least a diploma or degree of any field
- Minimum 2 years of experience in customer service, preferably in the insurance industry
- Have a passion to deliver customer-centric service
- Good communication skills, strong attention to detail and problem-solving skills
- Resilient and able to work effectively under pressure
- A team player with high level of commitment and flexibility