Job Summary:

• Accountable for the overall satisfaction of customers within their region.
• Accountable for completion of marketing activities within a region prior to launch, support during launch, and follow up actions post launch for the major business initiatives they own.
• Building and maintaining relationships with key personnel within small and medium sized business customers and partners.
• Provides solutions to customer needs through offers.
• Works to achieve KPIs and client satisfaction scores determined by leadership.
• Gathers customer feedback and creates B2B marketing engagement plans to drive leads to partners.
• Liaising with internal teams to ensure customer needs are fulfilled effectively.
• Support the identification and management of any regulatory, operational and conduct risks arising from project customer communications, in accordance with the banks risk appetite
• Support and promote compliance within the team, being fully conversant with Financial Promotions Regulation
• Responsible for managing individual campaign budgets to ensure activity is within agreed parameters and report any variances to Head of Customer Relationship Marketing

Skills on Resume:

• Customer Satisfaction (Soft Skills)
• Marketing Coordination (Hard Skills)
• Relationship Building (Soft Skills)
• Customer Solutions (Hard Skills)
• KPI Management (Hard Skills)
• Engagement Planning (Hard Skills)
• Team Collaboration (Soft Skills)
• Risk Management (Hard Skills)

Job Summary:

• Effectively resolve escalated dispute cases
• Communicate and resolve cases with merchants on private label disputes
• Resolve escalating customer service issues in a timely fashion, ensuring customer satisfaction every step of the way
• Complex understanding of the products and services available to customers and the ability to present each and/or all of them to a prospective client based on their specific needs
• Gather initial intake information provided by an employee or client needed to establish a relationship with the client
• Develop an individualized strategic plan for each client designed to expand relationship with him or through increased involvement and relationship strategies
• Consistently follow up with clients within established time frames to ensure the meeting of resolution targets
• Meet and document daily targets of contacts, relationship progressions and resolutions generated
• Support and maintain an atmosphere of warmth, personal interest, and positive emphasis, as well as a calm environment throughout the department

Skills on Resume:

• Dispute Resolution (Soft Skills)
• Merchant Communication (Soft Skills)
• Customer Satisfaction (Soft Skills)
• Product Knowledge (Hard Skills)
• Client Intake Management (Hard Skills)
• Strategic Planning (Hard Skills)
• Client Follow-Up (Soft Skills)
• Relationship Building (Soft Skills)

Job Summary:

• Driving the overall performance of the relationship center operations including, planning service level needs, maintaining workforce adherence, team productivity, compliance & customer satisfaction
• Building and supporting improved analytic reporting, information flow, business process streamlining and organizational planning to improve customer satisfaction
• Monitoring metrics for the relationship center team and creating continuous improvement processes to better meet customer and company goals
• Managing staffing needs including hiring, development, and performance management
• Building and implementing best practices and policies that maximize relationship center agent development, training, retention, and overall performance.
• Generating actionable insights from data by developing reports, metrics, and KPIs
• Inspiring and supporting process improvement initiatives to ensure strategic goals are met
• Developing and maintaining performance feedback systems and evaluations that reinforce established customer experience standards and agent conduct

Skills on Resume:

• Performance Management (Hard Skills)
• Analytic Reporting (Hard Skills)
• Metric Monitoring (Hard Skills)
• Staffing Management (Hard Skills)
• Best Practices Implementation (Hard Skills)
• Data Insights (Hard Skills)
• Process Improvement (Soft Skills)
• Feedback Systems (Soft Skills)

Job Summary:

• Work with director to understand project requirements and expectations
• Manage day-to-day operations in the office
• Delegate work to individual locally and internationally
• Prioritise, plan and manage project activities to ensure timely delivery
• Monitor project workflow and resolve any issues identified
• Ensure project deliverables meet quality and customer expectations
• Supply chain matters such as liaison with local and overseas suppliers
• Manage the queue of incoming support cases via phone and email to ensure friendly, timely, and effective resolution of questions and issues
• Coordinate documentation between customers, carriers, and overseas agents
• Collaborate with Customer Success, Product Management, and Development on possible ways to improve BlueX’s product, services, and processes
• Productively respond to customer feedback, offer creative alternatives and best practice guidance whenever possible

Skills on Resume:

• Project Management (Hard Skills)
• Operations Oversight (Hard Skills)
• Task Delegation (Hard Skills)
• Workflow Monitoring (Hard Skills)
• Quality Assurance (Hard Skills)
• Supply Chain Coordination (Hard Skills)
• Case Management (Soft Skills)
• Customer Feedback (Soft Skills)

Job Summary:

• Manages customer relationship as main POC.
• Provides full life-cycle customer service, identifies key milestones as part of project/product lifecycle.
• Organizes project information to communicate clearly with team, management, and stakeholders.
• Manages customer onboarding and supports customer PI planning.
• Collects customer feedback and identifies areas of opportunity to improve the customer experience.
• Works with customer to understand their needs.
• Coordinates with internal teams to support large and/or complex customer including the Service Desk, Account Managers, and Service Delivery teams.
• Escalates issues to the necessary teams.
• Collaborates on initiatives including new services and technical roadmaps impacting customers.
• Manages implementation of project/product deliverables.
• Coordinates demos, training, and rollout activities for new services with stakeholders

Skills on Resume:

• Customer Relationship (Soft Skills)
• Lifecycle Management (Hard Skills)
• Project Communication (Soft Skills)
• Customer Onboarding (Hard Skills)
• Feedback Collection (Soft Skills)
• Needs Assessment (Soft Skills)
• Cross-Team Coordination (Soft Skills)
• Implementation Management (Hard Skills)

Job Summary:

• Understand customers, anticipate their needs and be proactive in their needs
• Service customers directly by doing daily rounds to outpatient clinics, inpatient wards provide excellent service to customers, initiate and build positive relationships with them
• Respond promptly to customer inquiries and follow up on customer’s needs
• Respond to complaints escalated by PA, manage and resolve customer complaints professionally with courtesy
• Coach individual PA on customer service through daily work, bring up the customer service standards, be a role model for PA to follow
• Identify ways that customer service can better address customers’ needs and train PAs
• Feedback customers’ needs to respective departments, outside of Patient Service scope 
• Identify new sales and business development opportunities
• Cross sell and upsell Jiahui services to customers
• Feedback to MBD or any other relevant departments on service requests from customers,
• Introduce Jiahui services to customers during interactions

Skills on Resume:

• Customer Needs Anticipation (Soft Skills)
• Direct Customer Service (Soft Skills)
• Complaint Resolution (Soft Skills)
• Service Coaching (Soft Skills)
• Customer Feedback (Soft Skills)
• Sales Opportunities (Hard Skills)
• Cross-Selling (Hard Skills)
• Service Introduction (Soft Skills)

Job Summary:

• Provide need-based wealth management advice on managing customers' financial well-being
• Acquire new-to-bank customers proactively while deepening and widening existing business relationships
• Ensure strict compliance with audit and statutory guidelines
• Provide excellent customer service and banking experience
• Initiates and supports the implementation of process improvements with customers and internal teams.
• Leads customer working group sessions to define new requirement or improve existing requirements
• Reports on customer status, including issues and risks. 
• Closely tracks projects with weekly and monthly status meetings/reporting.
• Participates in training as needed to learn about new services, new Service Delivery tools, etc.
• Managing and executing IT change and release management processes, encompassing project management, application development, and operational procedures.

Skills on Resume:

• Wealth Advice (Hard Skills)
• Customer Acquisition (Hard Skills)
• Compliance Management (Hard Skills)
• Service Excellence (Soft Skills)
• Process Improvement (Soft Skills)
• Requirement Planning (Hard Skills)
• Status Tracking (Hard Skills)
• Change Management (Hard Skills)

Job Summary:

• Drive business through Customer & Market Understanding
• Develop Recruiting and Retention strategy based on Customer Journey
• Develop the digital communication strategy and manage digital operations
• Lead local campaigns and promotions from end to end
• Plan and execute VIP events
• Deliver new products knowledge (Product Marketing)
• Manage the Brand Ambassador for Customer Brand Experience
• Research the market and contact potential new customers
• Expand relationships with existing customers and advise them of additional services and products that we offer
• Visiting customer sites, putting together proposals, and advising them of additional services that could benefit them.
• Drawing up tenders and quotations and entering all the information into CRM system
• Serve as the link of communication between customers and the project managers.

Skills on Resume:

• Market Understanding (Hard Skills)
• Recruiting Strategy (Hard Skills)
• Digital Communication (Hard Skills)
• Campaign Management (Hard Skills)
• Event Planning (Hard Skills)
• Product Marketing (Hard Skills)
• Brand Experience (Soft Skills)
• Customer Relations (Soft Skills)

Job Summary:

• Manage and coordinate the Customer Service team, covering the entire process including CRM, emails, portal and telephone systems.
• Manage company-specific processes
• Manage statistics and Reporting related to managed processes
• Set up the administrative processes necessary for the development of the subsidiary with the help of the Management and the Steering Committee as well as the group teams 
• Guarantee exemplary KPIs, make the Supply Chain an essential link
• Fluidify exchanges between the different professions and participate in cross-group projects
• Ensuring Marketing activities for the subsidiary in all its facets (goodies, POS, trade shows, communication plan, social networks ...)
• Facilitates and participates in customer strategy sessions to communicate customers' needs, provide recommendations, and gain consensus on resources and the most effective solutions
• Meets with business stakeholders (Underwriting, Claims, Security, CRG, Sales, etc.) to prioritize accounts, to determine involvement, and to schedule customer meetings
• Prepares customer proposals and presentations to demonstrate the value added of UPS Capital solutions and grow the business
• Evaluates non-traditional UPS Capital solutions opportunities (e.g., technology systems, etc.) to create alternative revenue streams
• Monitors business performance metrics (i.e. long-term customer value, NPS, net margin)

Skills on Resume:

• Team Management (Soft Skills)
• Process Coordination (Hard Skills)
• Data Reporting (Hard Skills)
• Administrative Setup (Hard Skills)
• KPI Management (Hard Skills)
• Cross-Group Collaboration (Soft Skills)
• Marketing Activities (Hard Skills)
• Proposal Preparation (Hard Skills)

Job Summary:

• Handling and resolving incoming calls.
• Keeping Xero and CRM (HubSpot) updated with clean customer data (mostly automated process).
• Ensuring invoices are issued correctly and on time.
• Ensuring payments are allocated against invoices.
• Creating Word mail merge.
• Liaising with Digital Print for printing of customer products and marketing material.
• Creating HubSpot mass emails using appropriate filters.
• Handling online webinars - schedule mass emails, process bookings and administer attendee registrations on the day of the webinar.
• Liaising with the IT team resolving technical issues from customers.
• Processing member renewals, new member sign-ups and dealing with product enquiries.

Skills on Resume:

• Call Handling (Soft Skills)
• CRM Management (Hard Skills)
• Invoice Management (Hard Skills)
• Payment Allocation (Hard Skills)
• Mail Merge Creation (Hard Skills)
• Print Coordination (Hard Skills)
• Webinar Management (Hard Skills)
• Membership Processing (Hard Skills)

Job Summary:

• Support the Branch Manager in achieving the daily sales target of the branch.
• Covering sales for holidays, sickness, and where necessary supporting cover for other areas in the business
• Analyze customer's behaviour and profiles and convert into CRM data
• Create CRM activities to build sustainable growth on member acquisition, customer lifetime value & referrals
• Work closely with Branding team, Media team, designers and agencies to develop CRM content
• Lead the conception, planning, and driving of CRM campaign strategy for repeat customers.
• Work closely with Chief of Staff, finding solutions to drive retention and optimize CLV.
• Get the chance to build and develop a life-cycle marketing approach and update it with seasonal messaging to meet engagement and retention.
• Creating digital surveys and questionnaires and integrating them into communication to better understand customers

Skills on Resume:

• Sales Support (Hard Skills)
• Coverage Management (Soft Skills)
• Customer Analysis (Hard Skills)
• CRM Activities (Hard Skills)
• Content Collaboration (Soft Skills)
• Campaign Strategy (Hard Skills)
• Retention Solutions (Soft Skills)
• Survey Integration (Hard Skills)

Job Summary:

• Build long standing customer relationships through intentional customer engagement and a hands on service approach.
• Resolve customer complaints quickly and efficiently. 
• Keep customers informed and upskilled on the latest products with the intention of helping them to grow their businesses through adoption of the full product suite.
• Manage all aspects of each customer account's operational data with given reporting tools
• Spot trends and identify potential early warning signs with vulnerable accounts and proactively mitigate risk and churn.
• Driving for highest levels of customer satisfaction in understanding challenges that are critical to merchants/customers and applying a solution-based approach.
• Establish and maintain a market presence through regular customer engagement with small business owners and their teams to build and maintain relationships whilst embracing a remote work culture. 
• Establish effective internal relationships and processes with other units within the organisation to maintain superior customer service levels.
• Develop relationships with senior managers, stakeholders, and key opinion leaders within and outside the organisation.
• Demonstrate innovative thinking and translate this into business process/ solutions/ working practice improvements.
• Analysis of monthly/weekly volume & revenue using data & reporting and pro-actively develop plans to close any gaps.
• Delivery of customer or company specific projects in line with the company road map.
• Develop/implement and maintain a key account metric system as a reporting tool to track and measure growth within the base.

Skills on Resume:

• Customer Engagement (Soft Skills)
• Complaint Resolution (Soft Skills)
• Product Upskilling (Hard Skills)
• Account Management (Hard Skills)
• Risk Mitigation (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Relationship Building (Soft Skills)
• Data Analysis (Hard Skills)

Job Summary:

• Effective liaison with all other departments within the company regarding the customer base, with particular focus on the on-going servicing of customers to ensure customer satisfaction is maximised.
• Adherence to approved service and sales processes to ensure a consistent approach across the business
• Ensure process efficiencies through continuous improvement
• Maintain a broad understanding of the key technology areas
• Co-ordinate and liaise with colleagues and suppliers in order to ensure the on-time and on-budget supply of goods and services from supplies
• Proactively manage delivery times and expectations and effectively communicate these to the relevant departments.
• Run weekly/monthly/quarterly meetings with key customers, including the creation of content for service reviews
• Log, manage and resolve customer service complaints and provide effective communication regarding these complaints to the relevant internal departments.
• Work to agreed SLA’s and OLA’s in order to provide good service

Skills on Resume:

• Cross-Department Liaison (Soft Skills)
• Process Adherence (Hard Skills)
• Continuous Improvement (Hard Skills)
• Technology Awareness (Hard Skills)
• Supplier Coordination (Hard Skills)
• Delivery Management (Hard Skills)
• Service Review Meetings (Soft Skills)
• Complaint Resolution (Soft Skills)