6 Months Contact Centre Executive #EEF

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A customer service organization in Singapore is seeking an individual to handle customer interactions via phone and email. Responsibilities include cross-selling bank products, ensuring service quality, and resolving customer feedback. The ideal candidate will have a commitment to compliance and operational excellence. This role offers the opportunity to contribute significantly to the Contact Centre's success.

Responsibilities

• Handle customer interactions via phone and/or emails within stipulated timeframe.
• Cross-sell the bank products and services when appropriate.
• 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 systems.
• Track open service requests and ensure adherence to SLA.
• Contribute to achieving service targets.
• Complete all requests or investigations appropriately.
• Follow up and fulfill promises made to customers.

Job description

Responsibilities:

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

We are an equal opportunities employer.