Banking Customer Service Call Centre Officer (Retail Account Services)

Private Advertiser; Singapore; On-site; SGD 28,000 - 38,000; Full time

Job summary

A leading financial services provider in Singapore is seeking a Customer Service Advisor for their call centre. Applicants should have experience in customer service, preferably within banking, and possess strong communication skills. The role involves responding to inquiries, assisting with account management, and providing excellent customer service. This is a full-time position with flexible shift timings.

Qualifications

• Proven experience in a customer service or call centre role, preferably in banking.
• Strong communication and interpersonal skills for customer engagement.
• Excellent problem-solving and decision-making abilities.

Responsibilities

• Respond to customer enquiries via phone, email, and chat professionally.
• Assist customers with banking-related tasks like account management.
• Identify customer needs and offer appropriate solutions.

Skills

Customer service experience

Strong communication skills

Problem-solving abilities

Proficient computer skills

Flexibility in a dynamic environment

Interpersonal skills

Job description

About the role
We are seeking a Customer Service Advisor to join our dynamic call centre team serving a leading client in the banking sector. In this full-time role based in the Singapore Central Region, you will be responsible for providing exceptional customer service and support to our clients' customers through a range of communication channels.

Training Programme Details

- There will be an initial 6 - 7 weeks training programme whereby you will be required to pass a On the Job Training, Role-Play, Theory Assessment (on different banking products/services/CRM System Usage/Business Processes) in order to be posted to your work teams (2 attempts given).

- Minimum attendance required (95%) in order to pass the training programme.

Shift Timings Weekends Shift:

Working Hours : 5 working days, 1 rest day and 1 off day per week, 42.5 hours per week, Staggered shift hours : 8.5 working hours between 7 am to 10pm + 1-hour meal break in between, Rest Day and Off Day : Scheduled by Client (2 non-consecutive off-days per week, example: 1 weekday & 1 weekend depending on work schedule), Or otherwise advised by the Client

What you'll be doing

• Respond to inbound customer enquiries and requests via phone, email and chat in a professional and efficient manner

• Assist customers with a variety of banking-related tasks such as account management, product information, and troubleshooting

• Identify customer needs and offer appropriate solutions or referrals

• Maintain accurate records of customer interactions and follow up as needed

• Contribute to the continuous improvement of customer service processes and procedures

• Provide a positive customer experience that aligns with the company's brand and values

What we're looking for

• Proven experience in a customer service or call centre role, preferably within the banking or financial services industry

• Strong communication and interpersonal skills with the ability to engage with customers from diverse backgrounds

• Excellent problem-solving and decision-making abilities to handle a variety of customer enquiries

• Proficient in using computer systems and various software applications

• Flexible and adaptable to work in a fast-paced, dynamic environment

• Commitment to providing exceptional customer service and a desire to exceed customer expectations