Customer Service Project Specialist - Operations, MariBank

About The Team This role focuses on improving banking customer experience, customer service agent productivity, and operational efficiency across the customer service function.

Job Description

• Responsible for the management of various Customer Service support functions such as system management, data reporting, and performance monitoring. These functions support the servicing of banking-related enquiries such as account servicing, payments, transfers, and card-related requests
• Key product owner for all systems used by the Customer Service team (including ticketing systems, contact centre tools, and chatbot solutions that support the servicing of banking customers)
• Collaborate with stakeholders to define system requirements, prioritize initiatives, review Product Requirements Document (PRD) and Business Requirements Document (BRD)
• Lead the rollout and enhancement of chatbot and manage a team of chatbot agents in ongoing iteration
• Drive system enhancements from end-to-end to improve user experience and efficiency
• Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
• Leverage data analytics to generate actionable insights for the Customer Service team to improve operational performance and customer experience
• Monitor and analyse key performance metrics to ensure achievement of KPIs and business objectives for the Customer Service team
• Collaborate closely with Customer Service Operations, Development, and Technical teams to understand customer pain points, improve service processes, and enhance the overall customer journey

Requirements

• Bachelor’s Degree and above in any field
• Strong written and verbal communication skills
• Prior experience in contact centre support role or similar experience is a plus
• Prior experience in banking / financial services is a plus