Key responsibilities and roles associated with this position:
1. Customer Interactions
Ability to effectively manage customer interactions across multiple communication channels, with a primary focus on email correspondence:
• Email (Primary Channel): Manage and respond to customer inquiries, concerns, and service requests promptly, professionally, and accurately through email.
• Live Chat: Provide timely and effective support to customers through digital messaging channels.
• Inbound Calls (As Required): Handle incoming customer calls to address inquiries, concerns, or issues when operational needs require voice support.
• Outbound Calls (As Required): Conduct outbound calls for follow-ups, service updates, information verification, or issue resolution as needed.
2. Problem Resolution
• Handle complex or high-value customer interactions.
• Ensure that customer enquiries are resolved accurately, effectively and efficiently
• Maintain a positive and empathetic approach in all customer interactions
3. Product / Service Knowledge
• Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers
• Ensure to stay updated about product updates, process changes and new promotions.
4. Performance Management
Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.
5. Strong Communication Skills
• Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.
6. Multi-tasking
• Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries
7. Technical Skills
• Educating customers about products, services, and self-service options so that they are able to find solutions independently when possible.
• Being proficient in the use of contact center systems, including phone systems, customer relationship management (CRM) software, and other tools necessary for the role.
8. Compliance
• Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions.
9. Team Collaboration
• Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.
Unison Consulting was launched in Singapore on September 2012, the hub of the financial industry, with innovative visions in the technocratic arena. We are a boutique next-generation Technology Company with strong business-interests in Liquidity risk, Market Risk, Credit Risk and Regulatory Compliance.
Unison provides technology consulting and services to implement Risk Management and Risk Analytics System for Financial Institutions. Our services suite comprises of Techno-Functional consulting, systems integration, Business Intelligence, information management, and custom development of IT solutions, plus project management expertise for financial institutions.
We have expertise in latest cutting edge technology to achieve better total cost of ownership. Through our qualified professionals, we assist you drive your unique risk management strategies, whether that means efficient monitoring, improving risk appetite of the financial institutions, complying with regulations, or capturing growth opportunities through innovation, this is what maximizes your decision taking potential. At Unison Consulting, we view clients as partners, and our success is only measured by the success of our partners. So we put it all on the table in order to exceed expectations.
Our staff consists of young, energetic and innovative consultants who are never afraid to challenge the conventions and push the boundaries in an effort to help our clients. For every project, no matter how large or how small, we strive to not only meet your needs, but deliver a showcase in your field.
