Customer Service Helpdesk ( Frontline/ Office Hour)

PERSOL; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

A financial services provider in Singapore is looking for a Customer Assistance representative to help customers with banking inquiries and encourage digital adoption. This role requires strong customer service skills, familiarity with digital banking platforms, and the ability to build positive customer relationships. Ideal candidates should be comfortable on their feet and have a genuine interest in technology and innovation.

Qualifications

• Previous experience in a customer service role.
• Experience with banking or financial institution digital platforms is an advantage.
• Comfortable on feet most of the time.

Responsibilities

• Provide prompt assistance with banking inquiries.
• Guide customers through self-service options.
• Troubleshoot digital banking issues.
• Engage with customers to promote digital adoption.
• Educate customers on digital banking benefits.
• Assist with setup of digital banking services.
• Build strong customer relationships.

Skills

Customer service

Digital banking platforms

Troubleshooting

Relationship building

Technical aptitude

Job description

Job Description:

Customer Assistance

• Provide prompt and courteous assistance to customers with their general inquiries regarding banking services, products, and digital platforms.
• Guide customers through self‑service options available on digital channels (e.g., mobile banking app, online banking portal, ATMs).
• Troubleshoot common digital banking issues and provide immediate solutions or escalat[e]e complex issues to the appropriate department.

Digital Adoption and Education

• Proactively engage with customers to understand their banking needs and identify opportunities for digital adoption.
• Educate customers on the benefits and functionalities of the bank's digital platforms, including online banking, mobile banking, and cashless payment solutions.
• Assist customers with the setup and initial usage of digital banking services, ensuring a smooth onboarding experience.
• Encourage and guide customers to adopt cashless payment methods where suitable, explaining the convenience and security benefits.

Product and Service Knowledge

• Maintain a comprehensive and up‑to‑date knowledge of the bank's latest products, services, and digital offerings.
• Actively learn about new features and updates to digital platforms to effectively communicate them to customers.
• Suggest appropriate digital alternatives or banking solutions to customers based on their individual needs and preferences.
• Participate in training sessions and workshops to continuously enhance product knowledge and digital proficiency.

Customer Relationship Management

• Build and maintain strong, positive relationships with customers by providing exceptional service and support.
• Gather customer feedback on digital platforms and services to contribute to continuous improvement.
• Identify opportunities to cross‑sell or upsell banking products and services by understanding customer needs and referring them to relevant specialists when necessary.

Job Requirement

• Previous experience in a customer service role. Experience with banking, or financial institution digital platforms and technology support is a strong advantage.
• Comfortable on feet most of the time
• Tech‑savvy with a genuine interest in digital trends and innovation

Interested candidates may apply through the application system.

Shortlisted candidates will be notified.