The Customer Experience Trainee will mainly be responsible for compiliation of data and listing and assisting in monitoring of Call Centre activities.

Responsibilities:

• Prepare daily and monthly reporting for specific activities
• Respond to customer emails according to established processes
• Assist the Customer Experience Executive in daily operational tasks
• Monitor Social Media Activities and alert Call Centre when SLA are not met
• Ensure that claims related to Call Centre are handled in a timely manner
• Ensure that reconciliation for encashment are accurate
• Participate in documentation of processes and work instructions
• Compile and communicate tele-calling file as per process and SLA to Call Centre to perform outgoing calls
• Compile and monitor call qualification rate on CRM versus incoming call handled by Call Centre
• Prepare specifications for process digitalisation
• Assist in any administrative work in relation to current position