Executive – Customer Service (4R8YV465)

Role Overview

We are seeking a customer-focused and detail-oriented Executive – Customer Service to handle customer inquiries, resolve complaints, support service excellence, and maintain high customer satisfaction standards within a professional banking environment.

The selected candidate will be responsible for managing customer complaints and queries, providing accurate information, escalating unresolved matters, maintaining customer records, supporting complaint reporting, and contributing to process improvements that enhance the overall customer experience.

Key Responsibilities

Customer Support & Complaint Handling

• Handle customer complaints, queries, and service requests in a professional and timely manner.
• Provide appropriate solutions and alternatives within agreed time limits.
• Follow up with customers to ensure issues are resolved effectively.
• Maintain a customer-focused approach while ensuring service standards are met.
• Escalate unresolved or complex matters to senior team members according to business requirements.

Customer Communication & Relationship Management

• Provide accurate, valid, and complete information to customers using the correct methods and tools.
• Build sustainable relationships and trust with customers and relevant stakeholders.
• Communicate clearly and professionally through open and interactive communication.
• Ensure all customer interactions are handled with professionalism, empathy, and confidentiality.

Complaint Reporting & Documentation

• Prepare reports on complaint status and share updates with senior management for further action.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions.
• Process customer accounts and file required documents through the customer care monitoring platform.
• Ensure all documentation is updated accurately and within required timelines.

Operational Support & Process Improvement

• Use available system paths effectively to reduce unnecessary back-office referrals for operational matters.
• Contribute to the development and implementation of complaint management policies and procedures.
• Identify service gaps and recommend process improvements to enhance customer experience.
• Support timely service delivery and continuous improvement in customer care operations.

Compliance & Service Standards

• Ensure compliance with internal policies, procedures, and standard operating guidelines.
• Maintain quality customer service standards across all customer interactions.
• Follow required escalation, documentation, and resolution processes.
• Support a consistent and professional customer service experience across the organization.

Candidate Profile

• Bachelor's degree from a recognized university in any discipline.
• Full or part qualification from a recognized professional institute will be an added advantage.
• Minimum 2 years of experience in customer service or customer complaint management.
• Experience in banking, financial services, insurance, or a customer-focused corporate environment will be an added advantage.
• Sound knowledge of Microsoft Office packages.
• Excellent communication and interpersonal skills.
• Strong adaptability with the ability to work under pressure.
• Ability to work effectively in a fast-paced environment.
• Ability to work independently and within a team-oriented environment.
• Strong problem-solving, follow-up, and customer handling skills.
• High attention to detail with a professional and service-oriented attitude.