Customer Care Associate

MIS Associate will be reporting to the MIS Officer, and will support the gathering, preparing and organizing of of reports, dashboards and metrics tracking systems that will provide actionable insights that drive strategic improvements in service quality, incident management, and overall customer satisfaction. Additionally, this role assists in preparing regulatory, compliance, and audit reports in a timely manner while maintaining data accuracy and integrity. MIS Associate supports budget monitoring and departmental-related administrative tasks.

Responsibilities

• Data Management and Analysis – Collect, integrate, and analyze quantitative and qualitative customer data, SLAs/TATs, including Voice of the Customer (VoC), customer journey insights, and MIS operational/system metrics
• Customer Feedback and Insights – Design, deploy, and manage customer feedback mechanisms, ensuring data accuracy and relevance across channels
• Strategic Reporting and Optimization – Develop and maintain dashboards and management reports to monitor key metrics such as NPS, service quality, and incident trends, providing recommendations to optimize processes and customer touchpoints
• Budget Management and Administration – Oversee administrative management and monitoring for the department, including facilities management, budget preparation, and tracking, to ensure smooth operations and resource allocation.
  
  

• Must posses at least Bachelors/College Degree in Business Studies/Administration/Management/Finance/Accountancy/Banking equivalent
• Preferably with at least two (2) years of experience but fresh graduates are welcome to apply
• Proficient in using Microsoft Office applications
• Detail-oriented; With exposure in data and reports management
• Knowledge in card and loan products is preferred, but not required