Role Overview:
The role of a Customer Engagement Champion plays a pivotal role in ensuring that customers have seamless, efficient, and satisfying interactions with the bank's digital platforms and services.
Job Specifications:
- Continuously updates the FAQ for customer service and adds issues that can be addressed by the FAQ.
- Initiates (functional and hierarchical) escalations across different levels and groups.
- Manages assignments and reroutes them to appropriate specialist team or 3rd party.
- Manages ticket queues, and sorts prioritizes, screens and assign tickets.
- Proven aptitude to learn complex technical and theoretical information quickly.
- Liaising with partners and vendors on SLA management and communicating to customers performance.
- Escalation Initiation.
- Assignment Re-routing.
Qualifications:
- Learns and adapts to different workflows, depending on 3rd party or product application, and different ways and integrations.
- Communicates well in English with clients during troubleshooting and provide solutions and root cause analysis.
