Senior Analyst, Customer Service #Financial - 1 Yr ($4K to $4.7K) #NJA

• Manage call surveys with accuracy and in a timely manner
• Resolve complaints in an independent, effective and timely manner within the firm’s service standards
• Deliver timely and quality responses to customers’ queries and feedbackreceived through customer service touch points
• Support Customer Service projects and process improvement initiatives, including requirements gathering, user testing, data preparation, issue tracking andpost-implementation follow-up
• Any other duties assigned to meet the firm and department goals
• Determine when survey responses require clarification or follow-up.
• Assess whether customer concerns should be escalated for review and management attention

Requirements

• Minimum 3 to 5 years in Customer Service experience within the Financial Services Industry
• Experience in conducting customer call surveys, including handling ambiguous customer responses
• 2 years’ experience in managing escalated complaints, service recovery and complaint-related follow-ups (preferred)

Interested applicants can send their detailed resumes to [email protected] or call JANE @ 6735 1955.

JANE LUI JIE'EN

CEI: R1104482

Company Reg.No. 199601303W || EA Licence No. 99C4599