Customer Service Executive (Contact Centre)

Customer Service Executive (Contact Centre)

Oversea-chinese Banking Corporation Limited
1-4 years
Not Specified

Job Description

Job Description :
  • Attending to Singapore inbound calls enquiries over a full range of consumer financial products and services
  • Handle call professionally and provide accurate and timely info, alternatives and solutions to customers on products and services
  • Follow up with customers to resolve issues to ensure customer satisfactions are met
  • Achieve first call resolution where possible
  • Perform after call work (administration work) in accordance to the set procedures with zero defect
  • Comply with Group Policy and Standards, local law and regulations and control and procedures of the bank
  • Introduce and educate customers of the self service / automated banking channels
  • Provide personalized customer service to enhance customer experience
  • Apply proper phone etiquette to manage various customer situations
  • Provide customer's feedback to respective business partners for improvements and enhancements
  • Outstanding English communication skill
  • Degree holder with average academic result (CGPA below 3.4)
  • Diploma / SPM holder with at least 1 year of relevant working experience
  • Credit in English and Maths for SPM
  • Willing to work on 24/7 rotation shift, public holidays and able to work on changing schedule
  • Able to handle customer enquiries and complaints and to manage difficult customer situation
  • Able to handle ambiguity and solve complex issues
  • Pleasant personality, people and service oriented, and a strong team player
  • Should have the capacity to absorb and retain huge amount of information related to the Bank's products
  • Must possess own transport (at least no problem on transportation)
  • Ability to speak Mandarin will be an added advantage

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