Inbound Call Centre
Duration: 12 months contract (Convertible)
Working days: 5 days per week (including weekdays and weekends)
Location: Raffles Place
Duration: 12 months (renewable / convertible)
Note: 1-2 months training
Working hours:
o Morning shift: 8am-5pm, 9am-6pm, 10am-7pm
o Afternoon shift: 11am – 8pm or 1.30pm – 10.30pm or 2.30pm to 10.30pm
o Night shift: 10.30pm – 8am (Not activated now but needs to be comfortable)
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 optimize customer satisfaction of each customer contact
· Maximize opportunities to deepen customer relationship via upsell or cross-sell appropriate products and services
Requirements:
· Possess a Diploma or Degree in any discipline
· Able to commit to 24/7 rotating shift work, needs to be comfortable working shift work
· Must be comfortable with call centre environment – can be stressful as it’s very regulated – all calls are monitored, and KPIs are pegged at how fast and how well the CSE attends to calls. (Productivity and service quality)
· Comfortable with desk bound role.
· Must be prepared to cross-sell. (E.g., personal loans- talk about compound interest)
· Will be required to work 5 days in a week, including weekends and public holidays
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PERSOLKELLY Singapore Pte Ltd • RCB No. 200007268E • EA License No. 01C4394• Reg. Reg No: R23117785 (Lok Ding Hann)
