Manager, Customer Advocacy
UOB · Central Region (City Area)
Full-timeonsiteCustomerCustomer Service
รายละเอียดงาน / Description
Based in Singapore, this role involves analyzing customer issues to identify trends and ensure accurate complaint classification. The manager will monitor resolution times and identify process gaps to improve service quality. This position requires collaborating with stakeholders to drive effective issue resolution and enhance overall customer advocacy.
หน้าที่ความรับผิดชอบ / Responsibilities
- Analyze customer issues to identify trends and recurring themes
- Perform quality checks for accurate complaint classification and substantiation
- Monitor resolution aging and turnaround times against service standards
- Identify process gaps and recommend service quality improvements
- Communicate insights and collaborate with stakeholders for issue resolution
คุณสมบัติ / Qualifications
- Strong analytical skills for interpreting customer data
- High attention to detail and accuracy in complaint handling review
- Understanding of customer service operations and complaint management
- Effective communication and stakeholder management skills
- Proactive, process-improvement mindset, able to work independently and collaboratively
ทักษะที่ต้องการ / Required skills
- Analytical Skills
- Data Interpretation
- Attention to Detail
- Customer Service Operations
- Complaint Management
- Communication Skills
- Stakeholder Management
- Process Improvement