Customer Advocacy Officer

Company: 3801 UOB Vietnam

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

Overview of the Role

You will be part of CA team and this role will primarily focus on enhancing customer experience through all UOBV touchpoints. You will be responsible for ensuring that UOBV customers have a positive experience by analysing customer insights through NPS activities, managing customers’ complaint and developing & implementing customer service strategies. At the end, you can increase customer satisfaction, loyalty, and advocacy.

Job Responsibilities

• Improve customer experience through important metrics such as Net Promoter Score (NPS), customer satisfaction.
• Oversees the development of a continuous stream of data to analyze, measure, and evaluate customer behaviors and feedback and develop and implement a roadmap of customer experience goals
• Tracking service indicator and report to ensure customer complaints will be handled fairly and properly within SLA.
• Understanding the customer journey and identify opportunities to proactivively intervene such as internal process, digital enhancement, internal trainings….
• Coordinate with internal BU/SU to develop and review processes to ensure smooth implementation
• Support and coordinate skill trainings/briefings
• Ensuring compliance with all AML laws, regulations, guideline, local requirements for on-boarding and periodic review.
• Be up-to-date with Complaint handling processes such as Fair Dealing Outcome, Customer Issues Management process
• Perform other duties or special projects as required by Managers/CA Head.
• Execute internal campaigns to drive up Service culture across the bank

Job Requirements

• Bachelor’s degree in Banking & Finance or Economics Major.
• Experience in Service Quality Control/Client Care Center/Customer Service is strongly preferred.
• Strong analytical skills and be able to use data to identify trends and assess customer satisfaction levels.
• Creative, challenging, capable of thinking differently and good time management.
• Be able to work well under pressure and handle multiple priority tasks simultaneously.
• Able to communicate well in English and Vietnamese.
• Meticulous, analytical and commitment to meet timeline.

Additional Requirements

Strategise

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

Apply now and make a Difference