Business Banking Customer Experience Lead

Paradigm Recruitment Pte. Ltd.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Paradigm Recruitment Pte. Ltd. in Singapore is seeking a Customer Service Leader to drive service excellence across all touchpoints and guide a team of Customer Service Officers.

You will oversee multi-channel communications and resolve complex issues in a fast-paced environment. The role requires 5–7 years of relevant experience in a contact centre or customer service setting and a Bachelor's degree. Banking/financial services exposure is advantageous.

Qualifications

• Bachelor's Degree in any discipline with 5–7 years of relevant experience in a Contact Centre / Customer Service environment.
• Experience in banking, financial services or regulated environment preferred.
• Strong people management and leadership skills.
• Excellent verbal and written communication.
• Ability to work in a fast-paced environment with multiple priorities.

Responsibilities

• Ensure a consistently high standard of customer service and service delivery across all touchpoints.
• Monitor and respond to calls, emails, social media enquiries and written correspondence in a timely and professional manner.
• Handle and resolve complex customer and CSO issues, ensuring effective resolutions.
• Identify issues and implement timely solutions to minimise impact on customer and employee satisfaction.
• Coach, monitor and provide feedback to CSOs to improve performance and service standards.
• Provide guidance to CSOs and review transactions outside their authority.

Skills

People management

Leadership

Customer service

Coaching

Communication

Education

Bachelor's Degree

Job description

Paradigm Recruitment Pte. Ltd. in Singapore is seeking a Customer Service Leader to drive service excellence across all touchpoints and guide a team of Customer Service Officers.

You will oversee multi-channel communications and resolve complex issues in a fast-paced environment. The role requires 5–7 years of relevant experience in a contact centre or customer service setting and a Bachelor's degree. Banking/financial services exposure is advantageous.