Customer Service Executive

Main duties and responsibilities

• Handle calls and emails promptly by providing accurate and timely information, alternatives and solutions to customers on products and services
• Respond to customers queries and concerns with the aim of achieving first call resolution.
• Follow up promptly with customers to resolve issues
• Provide customers feedback to respective business partners to improve customer experience
• Introduce and educate customers on the self-service/automated banking channels.
• Perform after- call administration work
• Use customer service and sales skills to optimise customer satisfaction of each customer contact
• Maximise opportunities to deepen customer relationship via upsell or cross-sell appropriate products and services

• Possess a Diploma or Degree in any discipline
• Has a passion for customer service
• Able to work in a team
• Able to speak and write good English
• Ability to speak Mandarin is a must (to support the Mandarin speaking customer segments)
• Able to work in a fast-paced and demanding environment
• Able to commit to 24/7 rotating shift work, needs to be comfortable working night shift
• Will be required to work 5 days in a week, including weekends and public holidays
• Those without experience are welcome to apply
• Banking experience will be an advantage
• Permanent opportunities will be possible as well

Application process

• Please submit your personal particulars on the OCBC Careers site. You will receive an email upon completion if your profile meets the requirements. Please follow the instructions in the email.
• Next, you will receive an email invite from impress.ai to talk to Buddy, a chat-based platform that we use for our initial screening process.
• Learn more about OCBC and the role with Buddy. As part of the application process, you will be required to complete two online assessments and one video interview.