Job Description

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Job Advert Summary

The Customer Experience Intern will gain exposure and training in administrative and operational support

in the Customer Care environment, i.e. the implementation of CX initiatives, data management, and

stakeholder coordination to enhance customer satisfaction and service efficiency.

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Minimum Requirements

Qualifications

Bachelor's degree in Business Administration, Marketing, Customer Experience, Communication, Psychology, Consumer Behaviour, Data Analytics or Business Analytics

Experience

No post qualification experience required
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Duties and Responsibilities

Key Performance Areas

Tasks

Administration

- Provide administrative support to the Customer Care Space, including document preparation, scheduling meetings, and record keeping of complaints/queries on the system.


- Provide support function in resolving customers' queries, specific to their service experience relating to claims activities.


- Support the preparation of CX reports, presentations, and insights based on customer data.


- Ensure completion of tasks or activities supporting the turnaround time in attending to queries and implementation of procedures.


- Minutes of engagements attended by CCS.


- Coordinate internal and external stakeholder engagements, ensuring seamless communication.

Operation

- Ensure that complaints / escalations reported through various channels are captured and tracked on the Complaints management system.


- Identify customer trends, complaints and/or queries received via the various touch points and assist to perform root cause analysis with a view to improve service experience.


- Assist in tracking and following up on action items related to CX initiatives.


- Conduct research on industry trends and best practices in customer experience.


- Assist in claims quality control by identifying trends, analysing complaints, and ensuring process improvements.


o Redirect any queries to the relevant person and follow-up to ensure its resolution (where required).o Support the Customer Care Specialist in refining and optimizing claims handling processes for better efficiency.

- Monitor complaints resolutions and assist in developing best practices for claims experience enhancement.


- Facilitate training initiatives for internal stakeholders relating to service excellence.

Career Management

- Individual development areas identified and career development in place to address the areas

Ad hoc tasks

- Perform any reasonable tasks as and when required by the Line Manager