Call Centre - Customer Service Officer (AM) Call Centre - Customer Service Officer (AM) …

OCBC Bank
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
OCBC Bank
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
OCBC Bank
Call Centre - Customer Service Officer (AM)
Roles and Responsibilities:
  • Uphold service standards by answering customers enquiries effectively, managing challenging situations/customers and ensuring prompt turnaround for all service requests with consistent quality
  • Manage escalations on account related enquiries from various channels
  • Monitor service quality by conducting sample checks on calls and emails
  • Guide and counsel team members when they do not meet benchmark service levels
  • Process service request forms from various channels as and when necessary
  • Liaise with internal stakeholders and follow up with external customers on all account related requests.
  • Identify and drive process improvements, to ensure excellence in customer experience, timely delivery of services, optimum productivity and effective management of resources
  • Work on projects as assigned
  • Support OSPL's marketing activities such as road shows and promotions

Reporting to:
  • AVP, Customer Service


Qualifications

Requirements:
  • Degree holders
  • 1 to 3 yrs of relevant working experience preferred
  • Customer centric / Strong customer service mindset
  • A good team player with commitment and initiative with willingness to step into a leadership role
  • Independent and resourceful, and able to work under pressure
  • Desire to help others with patience and empathy.
  • Meticulous, well organized and with ability to analyze and solve problems
  • Able to multi-task and effectively manage time
  • Able to work on night shift and public holidays to support US market.
Close
Loading...