Customer Service Executive - Contact Centre

Nuvance Health; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company seeks a Customer Service Executive to enhance customer satisfaction through prompt responses to inquiries across multiple channels. Ideal candidates are team-oriented, fluent in both English and Mandarin, and passionate about providing excellent customer service. The role involves handling customer queries, optimizing service solutions, and working in a fast-paced environment with flexible hours.

Qualifications

• Passion for customer service and ability to thrive in a fast-paced environment.
• Ability to work in a team and speak/write good English.
• Mandarin fluency required for customer support.

Responsibilities

• Handle calls and emails, providing accurate information and solutions to customers.
• Introduce customers to self-service banking channels.
• Maximize customer relationships through upselling or cross-selling.

Skills

Customer service

Teamwork

Sales skills

Communication in English

Mandarin communication

Education

Diploma or Degree in any discipline

Job description

As the Customer Service Executive (CSE) for Contact Centre, you will be responsible for providing our Singapore customers prompt and personalized service when handling their queries from multiple channels over a full range of consumer financial products and services. In performing your role, you are also expected to comply with the bank's policies and procedures as well as local laws and regulations.

Main duties and responsibilities

• Handle calls and emails promptly by providing accurate and timely information, alternatives and solutions to customers on products and services
  
• Respond to customers' queries and concerns with the aim of achieving first call resolution.
  
• Follow up promptly with customers to resolve issues
  
• Provide customers' feedback to respective business partners to improve customer experience
  
• Introduce and educate customers on the self-service/automated banking channels.
  
• Perform after- call administration work
  
• Use customer service and sales skills to optimise customer satisfaction of each customer contact
  
• Maximise opportunities to deepen customer relationship via upsell or cross-sell appropriate products and services
  

Qualifications

• Possess a Diploma or Degree in any discipline
  
• Has a passion for customer service
  
• Able to work in a team
  
• Able to speak and write good English
  
• Ability to speak Mandarin is a must (to support the Mandarin speaking customer segments)
• Able to work in a fast-paced and demanding environment
  
• Able to commit to 24/7 rotating shift work, needs to be comfortable working night shift
  
• Will be required to work 5 days in a week, including weekends and public holidays
  
• Those without experience are welcome to apply
  
• Banking experience will be an advantage
  

Application process

• Please submit your personal particulars on the OCBC Careers site. You will receive an email upon completion if your profile meets the requirements. Please follow the instructions in the email.
  
• Next, you will receive an email invite from impress.ai to talk to Buddy , a chat-based platform that we use for our initial screening process.
  
• Learn more about OCBC and the role with Buddy . As part of the application process, you will be required to complete two online assessments and one video interview.
  
• The recruitment team will be in touch with you if you're shortlisted. Good luck!