Customer Experience Analyst at TeamAce Limited

Job Description

• As a Customer experience Analyst, you will support effective and efficient customer management by providing first-level support and ensuring adequate resolution of customer issues received through multiple channels. The role will also assist with customer onboarding and retention initiatives.

Responsibilities

• Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
• Ensure all queries and complaints from existing and new customers are effectively and adequately resolved within set SLAS (service level agreements)
• Provide relevant and appropriate answers to questions and inquiries from customers about company's products and services.
• Provide insights about customer feedback to internal stakeholders to allow for product and process improvements.
• Maintain clear and open two-way communication with all internal teams to allow for great service for customers

Requirement

• Must have a minimum Bachelors degree, Second class upper/2.1
• Must have at least 2-3 years of experience in a similar role within the fintech or banking industry
• Must be willing to work on shifts (including nights, weekends & public holidays)
• Excellent verbal and written communication skills