Manager, Escalation Fulfillment, Contact Center
UOB · Central Region (City Area)
Full-timeonsitemidCustomerBankingContact CenterCustomer SupportEscalationsOperations
รายละเอียดงาน / Description
Based in Singapore, this managerial role oversees customer escalation fulfillment within the contact center. The position is responsible for reviewing escalated cases from inbound teams, verifying validity, and collaborating across business units to resolve customer grievances quickly. The successful candidate will maintain service standards and support ongoing contact center process enhancements.
หน้าที่ความรับผิดชอบ / Responsibilities
- Evaluate inbound escalations to identify, coordinate, and address customer issues promptly
- Validate escalations before routing to relevant business units to ensure quality
- Coordinate with internal business owners to secure acknowledgments and track resolution progress
- Contact customers directly to address feedback within established turnaround timeframes
- Oversee business unit adherence to guidelines and escalate to leadership when necessary
- Collaborate with internal stakeholders to drive continuous process improvements across the contact center
คุณสมบัติ / Qualifications
- Bachelor's degree or diploma holder
- Three to five years of contact center experience dealing with customer escalations
- Strong verbal and written communication skills
- Willingness to work flexible 24/7 rotating shifts, including weekends and public holidays
ทักษะที่ต้องการ / Required skills
- Customer Service
- Escalation Management
- Complaint Handling
- Stakeholder Management
- Communication Skills
ทักษะเพิ่มเติม / Nice to have
- Process Improvement
- Contact Center Operations