- Handle customer interactions via phone and/ or emails within stipulated timeframe.
- To cross-sell the bank products and services when appropriate.
- Actively perform channel migration to automated channels.
- Contribute actively to Contact Centre service quality KPIs for monthly & annual internal and external quality awards.
- Provide continuous feedback on workflow and productivity improvements.
- Resolve customers feedback/ issues within guidelines.
- Conscientious logging of customers feedback via GIFT & service requests and enquiries via CRUISE.
- Ensure diligent tracking of open service requests and ensure adherence to SLA.
- Contribute to the Contact Centre in achieving its service targets.
- Ensure all requests or investigations are completed appropriately.
- Ensure follow up and fulfill promises made to our customers.
- Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
- Ensure compliance to waiver empowerment guidelines and zero operational loss.
- Working Days: Monday to Sunday, including Public Holidays
- Working Hours: 8am to 10.30pm (shift-based coverage), 9 hrs per day including 1 hr lunch break, (shift interval 8am,9am, 10am,1.30pm)
- Work Week: 5 days per week
Elsa Fontanne (CEI No. R24124496)
Email Address:
Recruitment Consultant
Recruit Express Pte Ltd / EA Licence No: 99C4599
We regret only shortlisted candidates will be contacted
