Responsibilities: Ownership of Enquiries: Take charge of customerinquiries across all touch points, including email, chat,hotline, and internal escalations. Ensure that allinteractions are handled within the established servicestandards (KPIs) for both general escalations andspecial projects. Stakeholder Liaison: Collaborate with Business UnitStakeholders and Overseas Partners to address andresolve service-related issues effectively. Manageinquiries from end-to-end, including liaising withoverseas partners and updating responses in relevantsystems to ensure maximum customer satisfaction. Case Management: Process claims and manage allrelated paperwork concerning customer concerns andcomplaints. Utilize transactional and CRM systems tounderstand customer issues, analyze root causes, andpropose feasible solutions to enhance the customerexperience.Internal Information Recording: Monitor, record, and documentall relevant information according to standard operatingprocedures in the CRM and other relevant systems tomaintain accurate records. Service Excellence: Deliver an excellent level ofcustomer service to ensure that daily and monthly KPIsare met or exceeded. Contribute to the department'sand company's overall KPI achievements. Operational Support: Assist and support AssistantManagers and Managers in fulfilling operational tasks asrequired. This includes weekly auditing of self and otheragents’ calls, monitoring call queues, and managingagents' after-call work (ACW) to ensure effective team management and performance.

• Assist with providing solutions to inbound customer inquiries through effective problem solving and decision making• Develop and apply thorough knowledge of practices and procedures to accomplish team goals• Assist immediate manager with team motivation and performance monitoring• Mentor associates to improve individual performance• Consistentlv achieve individual and team performance targets under little to no direct supervision• Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding UOBgroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency

Support on Citibank to UOB post-migration bank to bank project.

Monitor day-to-day operations, report on performance, and recommend actionable improvements when necessaryOrder supplies and manage inventory, coordinating with accounting and finance departments to adhere to budgetCreate procedures and protocols (such as checklists) and distribute to staffCommunicate and coordinate with employees (including executive operations team) and vendorsOnboard and train new employees to ensure that they adhere to standard operating procedures

Answering questions about a company's products or services.Processing orders and transactions.Resolving issues and troubleshooting technical problems.Delivering information about a company's offerings.Providing proactive customer outreach.Handling customer complaints.Collecting and analyzing customer feedback.Greet guests and provide them with superb customer service.Ensure the front desk is neat, presentable, and equipped with all the necessary supplies such as pens, forms, and paper.Answer all client questions and incoming calls.Redirect phone calls to the appropriate department and take down messages.Accept all letters and packages, and distribute them to their appropriate departments.Monitor, organize and forward emails.Track and order office equipment and supplies.Maintain records and files.Oversee the office budget.