Banking Customer Service Executive (Mandarin)

OCBC; Singapore; On-site; SGD 30,000 - 52,000; Full time

Job summary

OCBC in Singapore is hiring a Customer Service Executive to deliver prompt, personalized assistance to our Singapore customers across multiple channels for consumer financial products and services.

You will handle inquiries via phone and email, resolve issues with stakeholders, and maintain service standards while complying with policies and regulations. The role requires Mandarin proficiency and flexibility for rotating shifts.

Qualifications

• Diploma or Degree in any discipline.
• 2 to 3 years of relevant customer service experience is advantageous (candidates without experience are welcome to apply).
• Strong written and verbal communication skills with proficiency in English to communicate with customers.
• Ability to speak Mandarin is required to support Mandarin-speaking customer segments.
• Customer-centric mindset with a strong passion for service excellence.
• Effective interpersonal skills to engage both internal and external stakeholders.
• Self-motivated team player who thrives in a fast-paced, high-pressure environment.
• Able to commit to 24/7 rotating shift work, including night shifts.
• Required to work 5 days a week, including weekends and public holidays.
• Prior banking experience is an added advantage.
• Opportunities for permanent conversion are available.

Responsibilities

• Manage customer enquiries via phone and email, providing accurate, timely information, solutions, and alternatives to achieve first contact resolution.
• Resolve customer issues, feedback, and complaints by coordinating with stakeholders, ensuring timely and compliant closure of all cases.
• Perform diligent follow-ups and track open cases to ensure resolution within Service Level Agreements.
• Deliver excellent customer service by applying strong communication skills to enhance satisfaction and promote a customer-centric experience.
• Identify opportunities to deepen customer relationships through appropriate cross-selling, upselling, and promotion of digital/self-service banking.
• Capture and share customer feedback with relevant stakeholders to improve processes, service quality, and overall customer experience.
• Complete after-call administrative tasks accurately while ensuring adherence to Standard Operating Procedures, Group Policies, and regulatory requirements.
• Contribute to service quality KPIs, maintain zero operational loss, and support continuous improvement in productivity, and risk mitigation.
• Perform ad hoc duties and actively support initiatives that promote service excellence and operational effectiveness.

Skills

Customer service

Communication

Team player

Education

Diploma or Degree

Job description

OCBC in Singapore is hiring a Customer Service Executive to deliver prompt, personalized assistance to our Singapore customers across multiple channels for consumer financial products and services.

You will handle inquiries via phone and email, resolve issues with stakeholders, and maintain service standards while complying with policies and regulations. The role requires Mandarin proficiency and flexibility for rotating shifts.