Customer Service Executive (Contact Centre)

Overview

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. By taking the time to truly understand people, we provide support, services, solutions, and career paths that meet their needs and desires. Today, we’re on a journey of transformation, leveraging technology and creativity to become a future-ready learning organisation. Our strategic ambition is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future, innovate the way we deliver financial services, work in friendly, supportive teams, build lasting value in your community, help people grow their assets, business, and investments, take your learning as far as you can, or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

Job Description Services

To attend to inbound calls enquiries over various range consumer financial products and services.

To handle calls professionally by providing accurate and timely information and able to provide effective solutions to customer’s queries.

To provide personalized customer service to customers, whilst maintaining professionalism and proper phone etiquette.

Quality Assurance

To achieve first call resolution where possible and follow up with customers on unresolved issues.

To perform after call duties and quality assurance in accordance to the set procedures with zero defect.

To consolidate and provide customer’s feedback to respective business partners for improvements and enhancements.

Alternative Channels and Cross-Selling

To introduce and create customer awareness on self-service / automated banking channels.

To cross-sell bank products and services when appropriate.

Compliance

To ensure adherence and full compliance with Group Policy and Standards, local laws and regulations and control and procedures of the bank.

Job Requirements

Degree holders – related working experience preferred; however, fresh graduates are welcomed to apply; diploma holders – minimum of 1 year of working experience in Contact Centre and / or Consumer Financial Services (Banking).

Possess customer centric / strong customer service mindset.

Committed and a good team player with willingness to step into a leadership role.

Independent and resourceful with the ability to thrive under pressure.

Meticulous, well organized and has the ability to solve problems.

Able to multitask and manage time effectively.

Willing to work on shift rotations (24 / 7) which includes Public Holidays.

What We Offer Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

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