Provides one-stop banking experience in relation to non-cash related banking services -account opening/servicing request, application processing, digi-banking and cards related request etc.
Collaborates with team members and working partners for problem resolution.
Customer focused and proactive, able to communicate professionally and with confidence.
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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
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Develop and administer enterprise assistance programmes;
Support engagement efforts with our key business stakeholders in areas including marketing programmes aimed at helping enterprises identify, protect, and use intangible assets to grow; and
Support any ad-hoc department and/or cross-department initiatives or projects.
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· Oversees the mall’s customer service operations to ensure exceptional guest experience.
· Manages customer service team, handles tenants and shoppers’ inquiries, monitor service standard, and implements customer engagement initiatives that enhance the mall’s reputation and foot traffic
· Supervise daily operations of Customer Service / Information Counter
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Using digital service platforms such as case management systems, live chat tools, and customer feedback dashboards to respond to enquiries and track service performance.
Supporting continuous service improvements by leveraging digital tools and customer insights.
Leveraging AI and automation tools to deliver easy-to-use services, streamline processes, and enhance overall operational efficiency.
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