1 year contract, Client Service (Call Centre Environment)

UOB Kay Hian Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A financial services company in Singapore is seeking a Customer Service Representative to support client inquiries via multiple channels including calls and emails. Candidates should have at least 2 years of experience in a call centre environment and possess strong communication skills. The role requires night shifts and work on certain public holidays. Immediate starters preferred.

Qualifications

• Minimum 2 years of working experience in a Call Centre or service-related role.
• Candidates with relevant work experience will also be considered.
• Must work night shifts and on certain public holidays on a rotational basis.

Responsibilities

• Provide quality support for incoming enquiries via calls, email, live chat and walk-in.
• Manage escalations, complaints, and feedback received.
• Participate in process improvement sessions to enhance customer experience.

Skills

Excellent written and communication skills

Resourceful in solving problems

Strong service mindset

Good negotiation skills

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Responsibilities

• Provide quality support for incoming enquiries via calls, email, live chat and walk-in (occasional).
• This position and the role to start would be to assist customers via Calls.
• Support customer queries from other channels – In-person, Email, Live Chat etc.
• Manage escalations, complaints and feedback received.
• Support night desk duties on rotational basis.
• Support Hong Kong desk during public holidays (certain) on rotational basis.
• Take ownership of client issues and follow through to resolution.
• Participate in process improvement sessions and support delivery of client experience initiatives.
• Make recommendations to improve or streamline current change practices to improve the customer experience, team productivity or operational efficiency.
• Other ad hoc and general duties, and projects.
• Meet the defined KPIs parameters consistently.
• Adhere to professional standards of behavior & conduct in dealing with customers & fellow staff.

Requirements

• Minimum 2 years of working experience in a Call Centre or service related role.
• Candidates with relevant work experience will also be considered.
• Excellent written and communication skills.
• Resourceful and quick in solving problems.
• Strong service mindset and good negotiation skills.
• Night shift and working on public holidays (certain) required on rotational basis. Time off will be given to start work later the following day if scheduled for night desk duty.
• Proficient in Microsoft Word, Excel, PowerPoint, computer and smartphone applications/navigations.
• Immediate starters preferred.