About The Team

This role focuses on improving banking customer experience, customer service agent productivity, and operational efficiency across the customer service function.

Job Description

Responsible for the management of various Customer Service support functions such as system management, data reporting, and performance monitoring. These functions support the servicing of banking-related enquiries such as account servicing, payments, transfers, and card-related requests
Key product owner for all systems used by the Customer Service team (including ticketing systems, contact centre tools, and chatbot solutions that support the servicing of banking customers)
Collaborate with stakeholders to define system requirements, prioritize initiatives, review Product Requirements Document (PRD) and Business Requirements Document (BRD)
Lead the rollout and enhancement of chatbot and manage a team of chatbot agents in ongoing iteration
Drive system enhancements from end-to-end to improve user experience and efficiency
Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
Leverage data analytics to generate actionable insights for the Customer Service team to improve operational performance and customer experience
Monitor and analyse key performance metrics to ensure achievement of KPIs and business objectives for the Customer Service team
Collaborate closely with Customer Service Operations, Development, and Technical teams to understand customer pain points, improve service processes, and enhance the overall customer journey

Requirements

Bachelor's Degree and above in any field
Strong written and verbal communication skills
Prior experience in contact centre support role or similar experience is a plus
Prior experience in banking / financial services is a plus

Customer Support Associate - MariBank