Posted Mar 14, 2024 248 views
1. Develop and implement customer centric processes/enhancements to drive service usage.
2. Monitor the service satisfaction of member Banks by conducting internal / external Agent surveys, benchmarking the activities of major market players and cross-referencing market best practices
3. Review, dissect and rectify issues arising from complaints and / or regulatory requirement that may impact customer satisfaction and ABC’s reputation, whilst taking the opportunity to translate them into effective programme and process enhancement initiatives
4. Build and maintain profitable relationships with all stakeholders/clients.
5. Resolve customer complaints quickly and efficiently.
6. Keeping customers updated on the status of resolution of their key concerns/ complaints. the latest products to increase sales.
7. Prepare monthly customer service performance reports for all stakeholders.
8. Organize and spearhead quarterly service review meetings with key stakeholders to understand the customers’ individual needs and address the same accordingly.
9. Expand the customer base by upselling and cross-selling.
10. Champion the use of CRM program amongst all stakeholders/ customers.
11. Knowing your competition and strategizing accordingly
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