Officer, Contact Center

UOB; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

1011 United Overseas Bank Ltd in Singapore is seeking an entry-level Customer Service specialist to handle inquiries via phone, email, and social media, while promoting self-service options and ensuring data confidentiality.

The role requires a Diploma/Nitec or GCE O levels with 1 year of experience, strong communication, and the ability to work in a fast-paced environment. Shift work, weekends, public holidays, and overtime may be required.

Qualifications

• Diploma, Nitec or GCE O levels with 1 year of working experience in Customer Service.
• Entry level with a strong willingness to learn and a customer-first mindset are encouraged to apply.
• Excellent verbal and written communication skills.

Responsibilities

• Respond to customer inquiries via phone calls, emails, written correspondence, and social media with professionalism and efficiency.
• Ensure all customer interactions are accurate, empathetic and align with service standards and turnaround times.
• Address customer requests promptly, escalating complex cases when necessary.
• Maintain confidentiality of customer data and comply with internal policies and regulatory requirements.
• Identify and resolve customer issues, escalating where appropriate to relevant departments.
• Guide customers on available banking services and digital tools, promoting self-service options.
• Document all customer interactions in the case management system for traceability and compliance.
• Collaborate with internal teams to ensure seamless resolution of customer concerns.

Skills

Customer service mindset

Communication skills

Multitasking

Education

Diploma/Nitec/GCE O levels

Job description

Company: 1011 United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

Jobscope:

• Respond to customer inquiries received via phone calls, emails, written correspondence, and social media platforms with professionalism and efficiency.
• Ensure all customer interactions are handled with a high level of accuracy, empathy, and in accordance with established service standards and turnaround times.
• Ensure customer requests are addressed promptly, with urgency when required.
• Maintain strict confidentiality of customer data and adhere to internal policies and regulatory requirements.
• Accurately identify and resolve customer issues, escalating complex cases to relevant departments when necessary.
• Guide customers on available banking services and digital tools, promoting self-service options where appropriate.
• Document all customer interactions in the case management system to ensure traceability and compliance.
• Collaborate with internal teams to ensure seamless resolution of customer concerns.

Requirements:

• Diploma, Nitec or GCE O levels with 1 year of working experience in Customer Service.
• Entry level with a strong willingness to learn and a customer-first mindset are also encouraged to apply.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Demonstrate composure and empathy under pressure, particularly during difficult customer interactions.
• Willingness to work shifts, weekends, public holidays, and perform overtime when required.

Additional Requirements

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.