Escalation Fulfillment Manager - 24/7 Contact Center

United Overseas Bank Limited; Singapore; Vor Ort; SGD 52.000 - 70.000; Vollzeit

Zusammenfassung

United Overseas Bank Ltd in Singapore is hiring for a Customer Service Escalations Analyst to review and resolve customer escalations in the inbound contact centre. The role requires 3-5 years of experience in a contact centre and strong communication skills.

You will work with BU/SU and other stakeholders, ensure timely responses within service levels, and participate in continuous improvements across contact centre processes. Open to 24/7 rosters, including weekends and public holidays.

Qualifikationen

• Bachelor Degree or Diploma holder with 3-5 years of working experience in Contact Center handling escalations.
• Good communication skills.
• Open to 24/7 shift hours, including weekends or PH if rostered.

Aufgaben

• Review and assess escalations from Inbound Department to identify, liaise and resolve customer issues completely and promptly.
• Ensure validity of each escalation prior to escalating out to BU/SU and ensure quality of escalation.
• Liaise with other business owners to acknowledge and follow up on actions requested by customers.
• Resolve customer requests within the established service turnaround time.
• Monitor adherence to rules and procedures and escalate to senior management when required.
• Support process improvements in contact centre operations.

Kenntnisse

Communication skills

Contact Center experience

Escalation handling

Ausbildung

Bachelor's Degree or Diploma

Jobbeschreibung

United Overseas Bank Ltd in Singapore is hiring for a Customer Service Escalations Analyst to review and resolve customer escalations in the inbound contact centre. The role requires 3-5 years of experience in a contact centre and strong communication skills.

You will work with BU/SU and other stakeholders, ensure timely responses within service levels, and participate in continuous improvements across contact centre processes. Open to 24/7 rosters, including weekends and public holidays.