Job Description
• Planning
o Develop plan for improve service quality of Customer Support Team and Client Retention
o Assist Senior Operations Manager for developing Strategy and budget plan
o Implementation
o Design and develop Policy, Procedure, Process Flow or SOP
o Manage the Customer Support Team
o Maintain and update member contact lists and member database
o Build Customer Loyalty and stickiness
o Visit client to understand the client’s need
o Supervise and maintain Daily Monitoring Log system
o Handle and resolve the customer inquiries and complaints
o Identity any potential issue, provide appropriate responses and accurate information to the members
o Being the main central contact point to/from members
o Oversee all incoming and outgoing correspondent emails/phones to/from members
o Ensure all inquiries, comments and complaints, and action taken are logged
o Monitor Member Support Performance
o Monitor Hit Rate, Late upload, No Enquiry, Outdated Account, Duplicate Account..ect.
o Monitor customer requests/orders/changes/returns according to procedures and/or guidelines
o Monitor new Financial Institution obtained license from NBC
o Manage and maintain Create user/ change user request
o Manage and review Sale Order for monthly billing process
o Attending to all quires/requests submitting out of the office hour
o Collaborate with Technical Business Analytic to get UAT successfully before PRD
o Handle new member registration process
o Monitor and work closely with government ministry to keep update any changes data that affect to CBC
o Completing all necessary disclosures, inquiries, and verifications required by law
o Responsible for organizing the Members Working Committee’s meetings in relation to venue and agenda preparations, minutes-takings, recordings of requests and/or comments, and provisions of all related administrative and secretarial supports
o Manage and deliver project related to Tasks assigned
o Work closely with others to solve the problem
o Reporting
o Consolidate daily and monthly tracking report
o Prepare Issue monthly report for NBC Repot
o Prepare Monthly Enquiry Check report
o Prepare Quarterly Report and take action
o Consolidate new questions provided by Customer Support Staff
Job Requirement
• Degree or relevant professional qualifications in Business, Finance or Management; or with relevant working experience in this area;
• At least 3 years experiences in financial institutions;
• Understand financial Institution landscape & regulations related to Credit Reporting;
• Experience in Team Management;
• Ability to think analytically;
• Demonstrates the ability to be proactive & take the initiative to pay attention to detail
• Good oral and written communication skills in English and the ability to interact effectively and collaboratively both internally and externally;
• Strong interpersonal skill, self-motivated, and be a team player;
• Honesty, reliability, and a commitment to strict confidentiality;
• Ability to work under pressure with dateline;
• Excellent knowledge of Ms. Office ;
