Role
The Day-To-Day Activities
Job Purpose:
Participate in overall support and development of Service Centre and other customer engagement touch points. The role is to support various customer engagement channels: to collate, review, and implement process to improve customer experience, in addition to ensure that the frontlines are supported, trained, and equipped with the right knowledge and tools to support new and existing product and services.
Key Accountabilities:
1. Provide pre and post implementation support for Products and Services to all customer engagement channels.
2. Perform training-needs-analysis to identify training needs for Service Centre staff, planning, schedule and perform after training analysis and assessment.
3. Review, enhance, propose, plan and implement possible changes that will benefit the process for avoiding fraud cases and faster turn-around time for operation.
4. Write and refresh product, process and system guide knowledge/content using prescribed tools in Knowledgebase Portal and support Helpdesk to ensure information are being shared across the company effectively.
5. Subject matter expert of new and existing products, services, processes, and business support system, and collaborating with service/product owners.
6. Review, simplify, decorate information in best interesting manner.