This role is responsible for managing, analyzing, and interpreting customer experience (CX), customer feedback, service quality metrics, operational/system metrics, and other MIS data to provide actionable insights that drive strategic improvements in service quality, incident management, and overall customer satisfaction. This role supports data-driven decision-making across various customer care initiatives, ensuring that CX insights align with the bank's NPS goals and contribute to optimizing customer care processes and performance metrics. The Customer Care Officer plays a critical role in measuring and enhancing customer interactions and experiences through comprehensive data analysis. Additionally, monitors and prepares for regulatory, audit and compliance reports.
Responsibilities
- Gather, analyze, and interpret customer feedback, service quality and operational/system data to assess customer satisfaction levels and identify trends, opportunities, and areas for improvement.
- Track and report key performance indicators (KPIs) related to customer care, such as response times, resolution rates, CSAT, and NPS, to ensure that departmental and organizational targets are met.
- Provide actionable insights based on data analysis to inform decision-making on customer service improvements, process optimizations, and policy changes.
- Work closely with various internal and external units to ensure that data insights are integrated into operational strategies for enhanced service delivery.
- Develop and maintain dashboards and reporting systems for monitoring CX data and ensuring that stakeholders have timely access to relevant customer insights.
- Use data analytics to identify gaps in service delivery and customer experiences, recommending changes to improve service quality and efficiency.
- Regularly prepare reports and presentations for senior management, sharing insights on customer experience trends, performance against targets, and recommendations for improvement.
- Partner with the Customer Care teams to analyze processes and suggest data-driven improvements aimed at reducing customer complaints, enhancing resolution times, and improving overall service quality.
- Monitor customer experience metrics to ensure compliance with internal and external regulatory standards, helping to maintain high-quality customer care across all touchpoints.
- Maintain Data Integrity: Ensure the accuracy and integrity of customer experience data used for reporting, analysis, and decision-making.
- Assist the department in preparing, managing and monitoring budgets
Qualifications
- Bachelor's Degree in any business-related course
- At least 3 years experience in data management and customer service and handling
- Skills: data analytics, budget management, and customer service
