Officer/Associate Manager, Investment Customer Services

•Handle and resolve customer queries and requests via phone, live chat and email on investment products and services in a professional manner with tactful customer service skills.

•Design FAQs & scripts, prepare SOP and provide training during new product launch or regular review.

•Handle verbal & written customer complaints from customers via phone, live chat and email. Investigate and resolve complaints with internal departments.

•Collect and analyse feedback from customer and provide Bank product,service and system enhancement suggestions, and follow through the implementation.

•Perform UAT and system testing before launching new products and services.

•Coordinate BCP situations with internal stakeholders when necessary.