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Client Services Analyst
2 months ago
As a pivotal member of our team, the Customer Support Analyst plays a crucial role in enhancing customer satisfaction and operational efficiency.
Key Responsibilities
- Conduct comprehensive analysis of contact center data from diverse sources to facilitate informed decision-making and strategic growth.
- Engage in forecasting for various business lines, ensuring optimal management of both voice and online interactions.
- Assist in the planning and execution of testing scenarios, including User Acceptance Testing (UAT).
- Identify and support areas for improvement, implementing new initiatives aimed at enhancing the customer experience.
- Manage daily reports concerning incidents and requests, ensuring timely responses and resolutions.
- Provide assistance to the Contact Centre and internal teams with the setup and troubleshooting of AWS Connect and Genesys softphone systems.
- Perform ad-hoc analyses and reporting, contributing to various strategic projects and presentations as assigned.
Qualifications
- Previous experience in a contact center environment is preferred.
- Minimum of 2 years in customer service roles is advantageous but not mandatory.
- Relevant qualifications such as HKDSE/HKCEE/diploma are required.
- Strong analytical capabilities with meticulous attention to detail and accuracy in handling large datasets.
- Demonstrated integrity and a commitment to customer satisfaction.
- Excellent verbal and written communication skills.
- Proficient decision-making and analytical skills.
- Detail-oriented with strong listening and communication abilities.
- Familiarity with Amazon Web Services, Genesys, or Salesforce is a plus.
- Less experienced candidates may be considered for the Assistant Customer Support Analyst role.
Our Commitment
At Manulife Insurance Malaysia, we are dedicated to fostering a diverse and inclusive workplace that reflects the communities we serve. We prioritize the growth and success of our employees, offering a supportive environment where you can thrive. Join us in our mission to make decisions easier and lives better.
