Mgr, Client Experience & Outreach | Singapore, SG

United Overseas Bank; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A leading financial institution in Singapore is seeking a Customer Service Manager to ensure high service standards, resolve customer issues, and support team development. Ideal candidates should have a Bachelor’s degree and 3 years of experience in a Contact Centre. Strong people management and communication skills are essential. Join us to make a difference.

Qualifications

• 3 years of working experience in a Contact Centre.
• Experience in Call Centre, Banking or Customer Service environment preferred.

Responsibilities

• Ensure highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media.
• Resolve customer issues in a timely manner.
• Provide management support and coaching to Customer Service Officers.
• Identify areas for improvement and implement process enhancements.

Skills

People management

Communication skills

Problem-solving

Education

Bachelor Degree

Job description

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values - Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

Job Responsibilities

• Ensure highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media platform/written correspondences
• Resolve Customer Service Officer (CSO) and customer's issues
• Proactively solve problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
• Identify the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
• Promote a supportive environment in which employees are encouraged to solve problems and address customer issues.
• Provide management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
• Conduct monitoring and coaching sessions
• Provide on-the-job training and mentoring.
• Conduct coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
• Involve in Department project
• Identify areas for improvement and implementing process enhancements

Job Requirements

• Bachelor Degree with 3 years of working experience in Contact Centre
• Good people management skills
• Great communication skills
• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.

Additional Requirements

Chinese (Mandarin), Develop, Engage, English, Execute, Strategise

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territori...

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