Assistant Manager, Customer Service

About the Role

This position offers the opportunity to be at the heart of our customer experience operations, engaging directly with clients across multiple service channels. You will play a key role in ensuring smooth and efficient service delivery, while also contributing to initiatives that enhance processes and elevate customer satisfaction. With exposure to both front-line and back-end functions, this role provides a dynamic environment where no two days are the same.

Key Responsibilities

Lead and coordinate service delivery across walk-in, phone, email, and online channels, ensuring each client interaction is handled efficiently and professionally.

Participate in rotational duties, including manning the customer service counter, to gain well-rounded operational experience.

Respond to queries on account and policy matters, ensuring all communications are clear, accurate, and aligned with service commitments.

Collaborate with other teams to resolve customer matters quickly and improve end-to-end service processes.

Manage updates to client information, process account changes and transactions, and ensure records are current and precise.

Contribute to operational enhancement projects aimed at improving client satisfaction and service standards.

Keep abreast of product offerings, policies, and internal procedures to provide informed assistance.

Support escalation handling, incident documentation, solution planning with management and any special assignments and initiatives to advance departmental goals.

Requirements

• Diploma or above with 35 years customer service or contact centre experience.
• Strong communication skills, proficient in MS Office.
• Proactive, reliable, and effective in fast-paced environments.

Company Reg No.: 201131609D | License No.: 24S2411 | Reg No: R1110891, JP