Digital Channel Customer Experience & Support Specialist

Location Singapore
Discipline Banking & Finance
Job Reference BBBH137512_1713234065
Salary S$4000 - S$5000 per month
Consultant Name Cristina Malabuyoc Malijan
Consultant Email
Consultant Contact No. 62328835
EA License No. 02C3423
Consultant Registration No. R1111547

Job scopes

  • Management of reported day-to-day digital customer issues to achieve customer satisfaction and friction less experience on our digital channels
  • Perform troubleshooting, logging of incident tickets, support investigations and ensure timely closure of issues with Tech
  • Perform and support activities such as providing timely customer communications and user training.
  • Provide post-implementation support to ensure all issues are escalated and resolved in a timely manner.
  • Liaise with touch points on customer resolutions and/or service recovery on timely manner.
  • Provide investigation support, track and monitor of reported customer issues escalated from front-office.
  • Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.
  • Work closely with front-office and technology team to provide detailed customer issue and information to assist them with timely investigation, impact assessment, resolution, and root cause analysis (RCA).
  • Initiate periodic meeting with technology and business partners to review and follow up on all open production tickets relating to digital channel services.
  • Collaborate with cross functional technology & business partners to help speed up resolution of complex issues.
  • Collaborate with journey owners to resolve identified customer journey gaps.

Job requirements

  • Degree in Marketing, Technology or any related discipline.
  • Minimum 3 years' experience in the customer service and production support or banking industry preferably with good knowledge on retail products
  • Experienced in digital channel management, gathering business requirement
  • Good understanding of banking products and related processes
  • Excellent communication skills with the ability to instantly connect with people and manage ongoing relationships for positive outcomes
  • A positive attitude in the work
  • Customer-centric and think out of the box
  • Keen interest in emerging digital trends and how to apply them to improve our digital customer experience.
  • Excellent and effective communicator.
  • Ability to analyse and resolve problems with the use of data and customer feedback.
  • Self-motivated with a good sense of ownership and accountability.
  • Able to apply design and experience thinking

Cristina Malabuyoc Malijan EA License No. 02C3423 Personnel Registration No. R1111547

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