Senior Officer, Customer Service, Contact Center

UOB; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading bank in Asia is seeking customer service representatives to ensure high standards of service delivery in Singapore. Responsibilities include managing customer inquiries and complaints across various channels, educating customers about available products and services, and ensuring compliance with banking regulations. Candidates must hold a Bachelor’s Degree or Diploma and have a service-oriented background, with adaptability to work shifts and weekends. Join this dynamic team and make a difference in the banking experience.

Qualifications

• Customer service orientation is essential.
• Experience in a fast-paced environment is preferred.
• Comfortable with technology and system tools.

Responsibilities

• Ensure highest standard of service delivery.
• Monitor and respond to incoming channels of communication.
• Educate customers on products and services.
• Resolve complaints and document solutions.

Skills

Customer service experience

Ability to handle complaints

Sales skills

Adaptability to shift hours/weekends

Education

Bachelor Degree or Diploma

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

• 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 Contact Centre standards to ensure contact handling accuracy and operational effectiveness.
• Uses customer service and sales skills to optimize the opportunity of each customer contact.
• 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.

Requirements

• Bachelor Degree or Diploma holder with customer service experience.
• Open to shift hours / weekends.
• Customer service oriented.

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.

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