Customer Service Officer

• May 2022 - Present

Customer Experience Expert

• Mar 2019 - Mar 2022

• Attended to 100 mails daily and ensured prompt resolution • Enter customer’s interaction details in software to track requests, document problems and record solutions offered • Attended to customers abroad by sending out necessary documents to them. • Assisted customers who are victims of fraud or theft • Escalated complaint to other banks directly • Assisted with information updates such as phone number, address, emails and name • Receive complaints, log them against responsible team and follow up to ensure resolution. • Answered up to 150 Incoming calls and 100 outbound calls in Yes Centre • Delivered communication “scripts” when handling different topics. • Identifying customers’ needs clarify information; research every issue and providing solutions and/or alternatives. • Build customer’s interest in various services and products via outbound calls • Documented all calls and complaints using CRM database and followed up to ensure that every log is closed with appropriate resolutions • Quickly and accurately resolved all customer’s complaints, enquires and request within standard turn-around time • Generated sales and mobilizing deposit. • Managed complaints and certified TAT and SLA as achieved. Show less