Senior Officer, Customer Service

UNITED OVERSEAS BANK LIMITED; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading bank in Singapore is seeking a dedicated customer service representative. The role involves ensuring excellent service delivery, monitoring communications, and educating customers about the bank's products. Candidates should have a degree or diploma and possess good communication skills. Experience in a call center or banking environment is a plus.

Qualifications

• Experience in Call Centre, Banking or Customer Service environment preferred.
• Must possess a positive mindset and passion for customer service.
• Proficient in written and spoken English.

Responsibilities

• Ensure highest standard of service delivery to customers.
• Monitor and respond to incoming communications across various platforms.
• Educate customers about the Bank’s products and services.

Skills

Customer service mindset

Excellent communication skills

Analytical skills

Teamwork

Proficient in MS Office

Education

Degree/Diploma in any discipline

Job description

Job Responsibilities

• Ensures highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media platform/written correspondences
• Maintains confidentiality of the Bank’s customers and data.
• Identifies and resolves customer issues and enquires received via calls/mail/emails/social media platforms completely, accurately within the committed turnaround time and in accordance with Department standards to ensure calls handle accuracy and operational effectiveness
• Educates the customer about the Bank’s products and services and directs them toward available resources for self-help.
• Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.
• Ensure group compliance &control standards are observed and met in the execution of customers’ transaction requests
• Uses technology and system tools as directed and within established guidelines.
• Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Contact Centre’s knowledge management system.
• Keeps abreast with current issues in the banking environment and competitors’ innovations.

Job Requirements

• Degree/ Diploma in any discipline.
• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
• Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service.
• Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
• Possess good command of written and spoken English.
• Good analytical skills; passion for working and is good in working with numbers.
• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
• Passion for working, responsible and with good working attitude.
• Proficient in PC skills including MS Office applications.