The Perfect Welcome: Provide an enthusiastic, professional, and world-class welcome to every guest entering the space, setting a premium tone for their visit.
Navigation & Concierge: Act as a walking knowledge base regarding the cafe’s premium coffee offerings, spatial amenities, upcoming community events, and ecosystem of financial services.
Proactive Engagement: Build instant rapport with visitors, intuitively identifying their needs and seamlessly guiding them to the right resources or in-house Financial Advisors....
Manage and monitor customer complaints received through multiple channels including call centre, email, social media, dealer network, and regulatory bodies.
Ensure all complaints are properly logged, categorized, and tracked in the CRM system with complete documentation and case history.
Handle complex, high-impact, and sensitive complaints that may involve reputational risk, regulatory matters, or potential legal escalation....
Building and maintaining professional relationships and actively engage with clients and intermediaries to achieve overall sales and profitability targets.
Provide consultative recommendation through analysis of Claims & Utilisation reports and propose measures to clients to better manage cost.
Collaborate proactively and transparently with internal stakeholders (Operations, Customer Experience, Training, etc) to optimize the customer experience....
Manage departmental operating budgets and costs in line with annual allocations to ensure efficient and accountable use of resources
Develop business and marketing plans in close coordination with clients to achieve overall business objectives and drive sustainable profitability
Gather and report client operational results against Key Performance Indicators (KPIs) defined in Service Level Agreements (SLAs), ensuring performance transparency and accountability...
Manage departmental operating budgets and costs in line with annual allocations to ensure efficient and accountable use of resources
Develop business and marketing plans in close coordination with clients to achieve overall business objectives and drive sustainable profitability
Gather and report client operational results against Key Performance Indicators (KPIs) defined in Service Level Agreements (SLAs), ensuring performance transparency and accountability...
Support the management of day-to-day operating expenditures against budgets to ensure resources are used efficiently
Execute and monitor client promotion plans, gathering market and customer feedback to achieve marketing goals and continuously inform client strategies
Communicate timely updates on client and competitor product developments to the sales team to support informed, responsive decision-making...
Support the Customer Engagement team in the implementation, coordination and tracking of regulatory initiatives.
Assist in the operationalisation of new complaints‑handling frameworks, procedures and processes.
Handle customer complaints relating to all insurance products (Life, Health, General, Group), staff and representatives’ conduct and Income’s services....