Customer Experience Specialist

Trust Bank; Singapore; On-site; SGD 31,000 - 47,000; Full time

Job summary

Trust Bank in Singapore is seeking an energetic and bubbly Customer Experience Specialist stationed at the Trust Experience Centre to welcome walk-in customers and guide them through Trust App and digital banking products.

The role focuses on delivering excellent service in a fast-paced environment, analyzing feedback to improve the user journey, collaborating with marketing, product and support teams, and helping digitally less-savvy customers adopt digital banking.

Qualifications

• 1-2 years of customer service experience.
• Excellent communication skills and empathy.
• Experience in banks/fintechs a plus.
• Willing to work weekends/public holidays.
• Fresh graduates are welcome.

Responsibilities

• Deliver great customer experiences in a very active environment and to be invigorated by constant personal interaction.
• Analyze customer behaviour and feedback to refine the user experience and reduce churn.
• Work closely with the marketing, product, and customer support teams to ensure a seamless customer journey.
• Drive service delight and process improvement initiatives to improve overall customer satisfaction and Net Promoter Score (NPS)
• Stay abreast with latest digital banking trends, ready to apply your learning in customer interactions.
• Educate and help less digitally savvy customers to understand and adopt digital banking.
• Connect with customers to develop lifelong relationship with Trust.

Skills

Customer service experience

Strong communication

Empathy

Tech-savvy

Willing to work weekends

Job description

Trust is the first of a new breed of banks in Singapore – digitally native and focused on delivering a delightful customer experience. You will work in a fast-paced and collaborative environment to solve new and interesting challenges each day. Together with our Trust team, you will help shape the future of our bank.

We are looking for an energetic and bubbly individual to showcase our products to educate and ease Trust customers into the digital banking space. The Customer Experience Specialist will be stationed at the Trust Experience Centre. You will welcome and assist walk-in customers with general enquiries, including Trust App navigation and information about Trust products. Your role is to help customers understand and use our digital banking services confidently.

The Role Responsibility:

• Deliver great customer experiences in a very active environment and to be invigorated by constant personal interaction.
• Analyze customer behaviour and feedback to refine the user experience and reduce churn.
• Work closely with the marketing, product, and customer support teams to ensure a seamless customer journey.
• Drive service delight and process improvement initiatives to improve overall customer satisfaction and Net Promoter Score (NPS)
• Stay abreast with latest digital banking trends, ready to apply your learning in customer interactions.
• Educate and help less digitally savvy customers to understand and adopt digital banking.
• Connect with customers to develop lifelong relationship with Trust.

Our Ideal Candidate:

• 1-2 years of experience in Customer Service
• Result oriented and ability to work in fast paced & fluid environment.
• Strong communication skills - approachable, a good listener and empathetic.
• Experience working in banks, fintechs and/or other technology startup will be a plus.
• Passionate about technology and eager to share that passion with others.
• Ability and willingness to learn quickly and get up to speed on all aspects of the business.
• Willing to work weekends/public holidays (5-day work week).
• Fresh graduates welcome to apply.

Come as you are! Trust is an inclusive and open-minded workplace. If you are good at what you do and care about doing a good job, that’s what we focus and want from you. So come as you are.

Trust is an equal opportunity employer. We prohibit discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.All employment decisions at Trust are based on business needs, job requirements and individual qualifications, without regard to age, gender, physical ability, race, religion or belief, family or parental status, sexuality, or any other status protected by laws or regulations. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.