6 Months Call Center Officers (Banking)

Recruit Express Pte Ltd.; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A recruitment agency in Singapore is seeking a customer service representative to handle interactions via phone and email. Responsibilities include cross-selling bank products, ensuring service quality, and maintaining compliance with regulations. Ideal candidates will have a strong commitment to customer satisfaction and continuous improvement.

Responsibilities

• Handle customer interactions via phone and/or emails within stipulated timeframe.
• Cross-sell bank products and services when appropriate.
• Actively perform channel migration to automated channels.
• Contribute to Contact Centre service quality KPIs.
• Provide continuous feedback on workflow and productivity improvements.
• Resolve customers’ feedback/issues within guidelines.
• Log customers’ feedback via GIFT & service requests via CRUISE.
• Ensure diligent tracking of open service requests and adherence to SLA.
• Contribute to the Contact Centre in achieving its service targets.
• Ensure all requests or investigations are completed appropriately.
• Fulfill promises made to our customers.
• Ensure compliance with Group Policy, local laws and regulations.

Job description

• Handle customer interactions via phone and/ or emails within stipulated timeframe.
• To cross-sell the bank products and services when appropriate.
• Actively perform channel migration to automated channels.
• Contribute actively to Contact Centre service quality KPIs for monthly & annual internal and external quality awards.
• Provide continuous feedback on workflow and productivity improvements.
• Resolve customers’ feedback/ issues within guidelines.
• Conscientious logging of customers’ feedback via GIFT & service requests and enquiries via CRUISE.
• Ensure diligent tracking of open service requests and ensure adherence to SLA.
• Contribute to the Contact Centre in achieving its service targets.
• Ensure all requests or investigations are completed appropriately.
• Ensure follow up and fulfill promises made to our customers.
• Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
• Ensure compliance to waiver empowerment guidelines and zero operational loss.

Recruit Express Pte Ltd / EA Licence No: 99C4599

We regret only shortlisted candidates will be contacted