Ensure all customer queries and problems are reported and highlighted to the relevant department and get resolved within the stipulated time frame.
Ensure every call is handled, logged into the system and updated in the relevant applications correctly.
Track journey‑related issues, actions, and dependencies across teams.
Support governance forums with status updates, trackers, and decks.
Lead change management initiatives to embed CX values into frontline behaviors, performance goals, and BAU operations.
Learn and understand the end-to-end complaints resolution process.
Assist in quality assurance activities to ensure compliance with standards and regulations.
Support the preparation of insight reports, presentations, and executive-ready summaries that translate data into clear and actionable business insights.
Assist in exploring large volumes of customer feedback using digital and AI-supported tools.
Strong comfort with numbers, structured data, and pattern recognition. Should be able to look at a dataset and ask the right questions - not just process it.
Prepare an accurate and thorough MIS for the management that includes emails-based client enquiries.
Coordinate between Contact Center and other concern department.
Ensure implementation and follow up of internal process.
Confirm the customer activities either by calling or observing the genuine calls or by sending digital confirmation.
Measure, monitor and achieve all defined and agreed Service Quality (SQ) and productivity improvement measures.
Timely and robust checks of the daily financial reports.
controls and identify improvements in controls to safeguard the Group from possible financial and/or reputation losses.
All the above accountabilities include but not limited to any additional/new tasks or responsibilities assigned by the line manager.
Professional Skills:
Structured thinking
Stakeholder communication
Executive summarisation
Customer-centric and governance‑oriented
Training program development and facilitation
CRM adoption and customer insight utilization
Customer advocacy program management
Structured and analytical thinking
Clear communication and ability to explain insights in a simple and structured manner
Discipline and attention to detail in handling and interpreting data
Digital fluency - Comfortable with tools, learns new platforms quickly.
