Customer Advocacy Officer (Outsourcing)

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, Thailand and Vietnam, 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 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, then provide the insights together with suggestion for improvement/enhancement of all impacted aspects (products, services, processes, systems, staff…)

• Ensure customer complaints will be handled fairly and properly within SLA as mentioned in complaint handling process

• 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

• Perform other duties or special projects as required by Managers.

• 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/Custonmer Experience 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

• Ability to work in a cross-fuctional team environment

• Effective communikcation in both English and Vietnamese.

• Meticulous, analytical and commitment to meet timeline.

• Strong with Microsoft Office (Excel, Words, Power Point….)

Be a part of 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.