Senior Executive, Email, Chat & Social Media

Operational Excellence

• To be guided by the Job Description of an ACE Officer in handling emails and social media & chats in the following responsibilities:

• Knowledgeable in multi products and able to handle enquiries, requests & complaints via Social Media network such as Webchat, Facebook , etc
• Taking the responsible in ensuring Social Media Service Level target is met 

• Act as role model to other CSO and champion Contact Centre behaviors that reflect the department culture at all time.

• To achieve Key Performance Indicator agreed in the Individual Performance Plan (IPP)

Service Quality

• Adhere to the email/chat processes as per SOP to minimize defects
• Actively identify and communicate customers’ feedback and operational gaps for improvements that will improve customer experience
• To keep abreast with the latest promotions, new product and processes through Knowledge Base Portal and attending briefings or training
• Play the role of a coach/mentor for new hires
• Act as role model to other CSO as a customer advocate
• Champion the Service Promise that delivers on the department Vision.
• Participate in the Business Continuity Plan where applicable

Career Development

• Participate in job rotation within social network  for self-development
• Work with Manager of Email & Social Media to identify training needs to improve competency
• Work as a team and build rapport with team members in building a positive working environment
• Participate as coach/mentor for new hires

Compliance & Risk Management

• Maintain confidentiality of the bank’s customers and data
• Ensure that all policies and guidelines set by compliance are adhered to and practice prudent risk taking
• Escalate any compliance gaps to Unit Head that impact the operations at the Contact Centre.
• To ensure compliance to banking acts and standard operating procedures
• Escalate any compliance gaps to Customer Care Manager that impact the operations at the Contact Centre.