Customer Service Officer (Call Center/Contact Center)
Duration: 12 Months
Location: Changi Business Park
Key Responsibilities
- Provide personalized service over the telephone to customers regarding banking products, accounts, and service enquiries in an effective and efficient manner.
- Handle customer enquiries via email and live chat platforms.
- Understand customers needs and offer appropriate or customized solutions.
- Identify cross-sell opportunities, such as promoting banking platforms, during customer interactions.
- Gather customer feedback and promptly communicate issues and suggestions for improvement to the Team Lead.
Requirements
- Passionate and customer-focused individuals are encouraged to apply.
- Preferably possess prior customer service experience, especially in a call centre environment.
- Demonstrate strong communication skills and the ability to work effectively in a pressurized and highly driven environment.
- Minimum educational requirement is a Diploma; fresh graduates are welcome.
- Willingness to work rotating shift hours, including weekends and public holidays.
Additional Job Duties
- Consistently meet Customer Centre targets (KPIs) without compromising the quality of service delivery.
- Ensure accuracy and compliance in handling all customer requests.
- Successfully cross-sell the bank's products and services.
- Migrate customers to the bank's digital platform by understanding and addressing their wants and needs.
- Adhere to professional standards of behavior and conduct when dealing with customers and colleagues.
- Demonstrate flexibility in work deployment as required by business needs.
- Support and protect the bank's brand by fostering positive discussions in the social media community and ensuring message consistency across various online platforms.
- Assist Operations in managing and resolving customer follow-up and transactional request fulfillment (Fulfillment Team), ensuring message consistency across online platforms.
Interested candidates are invited to submit their updated CV in Word format to [Confidential Information]. Thank you.
