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Manager, Customer Service, Contact Center

United Overseas Bank Limited

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0-1 Years
4,000 - 5,500 monthly SGD
10 days ago
50 Viewed
1 Applied

Job Description

Job Responsibilities

. Ensures highest standard of service delivery to our customers.

. Monitor and respond to incoming calls/emails/social media platform/written correspondences

. Maintains confidentiality of the Bank's customers and data.

. Identifies and resolves customer issues and enquires received via calls/mail/emails/social media platforms completely, accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness

. Uses customer service and sales skills to optimize the opportunity of each customer contact.

. Educates the customer about the Bank's products and services and directs them toward available resources for self-help.

. Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.

. Ensure group compliance & control standards are observed and met in the execution of customers transaction requests

. Uses technology and system tools as directed and within established guidelines.

. Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Contact Centre's knowledge management system.

. Keeps abreast with current issues in the banking environment and competitors innovations.

Job Requirements:

. Degree/ Diploma in any discipline.

. Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.

. Possess a positive mindset with a CAN-DO attitude and passion to deliver quality customer service.

. Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.

. Good analytical skills passion for working and is good in working with numbers.

. Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.

. Passion for working, responsible and with good working attitude.

. Proficient in PC skills including MS Office applications.

. Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.

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Last Updated: 19-07-2024 05:14:29 PM
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