Conduct follow up over different channels including but not limited to call/email/chat to resolve customers enquiries and requests in an effective and efficient manner
Manage complex cases, such as complaints and escalated cases, from end-to-end
Work closely with internal teams on escalated cases to ensure timely and quality resolution
Achieve personal and team Key Performance Indicators
Ensure confidentiality of the Bank's customers and data
Follow communication procedures, guidelines and policies
Perform other related duties as required
Requirements:
A Diploma/Bachelor's Degree in any field
Preferably with at least 1 year of customer service experience in a call centre/contact centre environment
Experience in the Financial Services industry (such as Banking or Insurance) will be an advantage
Excellent communication (verbal and written) and interpersonal skills
Ability to multitask, prioritise and manage time effectively
Comfortable to work rotating shift hours including weekends and Public Holidays
