Senior Officer/ Manager, Customer Service

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

Job summary

A leading financial institution in Singapore is seeking a customer service representative to handle customer inquiries through various channels including phone and social media. The ideal candidate should have a diploma or equivalent qualification and at least a year of customer service experience. Proficiency in Mandarin is preferred. This role involves managing customer interactions with efficiency and empathy, ensuring compliance with service standards while maintaining confidentiality. Flexibility for shifts and overtime is required.

Qualifications

• Minimum 1 year of customer service experience preferred.
• Strong willingness to learn and a customer-first mindset.
• Willingness to work shifts, weekends, and public holidays.

Responsibilities

• Respond to customer inquiries via phone, email, and social media.
• Maintain confidentiality of customer data.
• Document customer interactions for traceability.

Skills

Customer service experience

Excellent verbal and written communication skills

Ability to work in a fast-paced environment

Empathy and composure under pressure

Proficiency in Mandarin

Education

Diploma or equivalent qualification

Degree in Business, Finance or related field

Job description

• 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.

Job Requirements:

• Diploma or equivalent qualification; a degree in Business, Finance, or related field is an advantage.

• Customer service experience (minimum 1 year) is an advantage, preferably in a contact centre or financial services environment.

• Entry level with a strong willingness to learn and a customer‑first mindset are also encouraged to apply.

• Excellent verbal and written communication skills.

• Proficiency in Mandarin is preferred to support Mandarin‑speaking customers.

• 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.