As the Customer Service Executive (CSE) for Contact Centre, you will be responsible for providing our Singapore customers prompt and personalized service when handling their queries from multiple channels over a full range of consumer financial products and services. In performing your role, you are also expected to comply with the bank’s policies and procedures as well as local laws and regulations.
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
Able to work in a fast-paced and demanding environment
Able to commit to 24/7 rotating shift work
Will be required to work 5 days in a week, including weekends and public holidays