Officer / Senior Officer, Client Service Delivery (Broker Hotline)

Intro Paragraph:

This role is with a company dedicated to providing high-quality customer service within a collaborative and professional environment. The position involves managing customer service activities to ensure they meet established service levels and turnaround times. You will handle inquiries and complaints across various channels, act as a key contact point, and support internal and external stakeholders. This role is vital in maintaining the company's reputation for excellent service and operational efficiency.

Role Overview:

The Officer / Senior Officer, Client Service Delivery, supports the delivery of exceptional client service by managing daily customer interactions, resolving issues promptly, and contributing to continuous improvement initiatives within the team.

Key Skills & Experience:

• Call Centre experience

Key Responsibilities:

• Ensure customer service activities adhere to service levels and turnaround times

• Handle inquiries and complaints via letters, calls, and emails with accuracy and empathy

• Act as a primary contact for internal and external customers while providing administrative support

• Own and resolve issues proactively, reflecting customer feedback to the company

• Review team performance reports and discuss findings with the CS Manager and department head

• Train client service staff, sharing expertise on complex inquiries and complaints

• Support walk-in and correspondence activities during peak periods, advising on staffing requirements

• Design and update manuals, procedures, and documentation related to the system and upcoming modifications

• Perform ad-hoc projects as required

Requirements:

• Right to work in the specified location

• Experience in customer service or call centre environment

• On-site work capability

• Ability to work within a hybrid environment

• Permanent employment status in Asia

Nice to Have (Optional):

• None specified

Candidates are invited to apply to join a dedicated team committed to delivering excellent customer service within a structured and supportive environment.