Job Description & Requirements
As the Customer Service Executive (CSE) for Contact Centre, you will be responsible for providing our Singapore customers prompt and personalized service when handling their queries from multiple channels over a full range of consumer financial products and services. In performing your role, you are also expected to comply with the bank’s policies and procedures as well as local laws and regulations.
Main duties and responsibilities
- Handle calls and emails promptly by providing accurate and timely information, alternatives and solutions to customers on products and services
- Respond to customers’ queries and concerns with the aim of achieving first call resolution.
- Follow up promptly with customers to resolve issues
- Provide customers’ feedback to respective business partners to improve customer experience
- Introduce and educate customers on the self-service/automated banking channels.
- Perform after- call administration work
- Use customer service and sales skills to optimise customer satisfaction of each customer contact
- Maximise opportunities to deepen customer relationship via upsell or cross-sell appropriate products and services
Qualifications
- Possess a Diploma or Degree in any discipline
- Has a passion for customer service
- Able to work in a team
- Able to speak and write good English
- Able to speak Mandarin will be an advantage (to support the Chinese speaking customers)
- Able to work in a fast-paced and demanding environment
- Able to commit to 24/7 rotating shift work, must be comfortable to work some night shifts
- Will be required to work 5 days in a week, including weekends and public holidays
- Those without experience are welcome to apply
- Banking experience will be an advantage
