Full-timeCustomer service· Posted 30 Sept

Customer Service Executive, Contact Centre, Global Consumer Financial Services

OCBCFrom company site

Salary

Not stated by the company

When

5 days a week, 24/7 rotating shifts including night shifts, weekends and public holidays

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

Join the contact centre team at a long-established Singapore bank, handling enquiries from customers across a range of consumer financial products and services. This role suits someone who enjoys helping people, communicates clearly, and can stay calm while managing a busy workload. Both permanent and 12-month contract openings are available.

What you'll do

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Handle customer enquiries by phone and email, giving accurate and timely information, solutions and alternatives so issues are settled on first contact
Work with stakeholders to resolve customer issues, feedback and complaints, making sure every case is closed on time and in line with rules
Follow up diligently and track open cases so they are resolved within service level agreements
Apply strong communication to lift customer satisfaction and keep the experience customer-focused
Spot chances to strengthen customer relationships through cross-selling, upselling and promoting digital or self-service banking
Gather customer feedback and share it with relevant stakeholders to improve processes, service quality and the overall experience
Complete after-call admin work accurately while following standard operating procedures, group policies and regulatory requirements
Support service quality KPIs, keep operational losses at zero, and help drive productivity and risk mitigation improvements
Take on ad hoc duties and back initiatives that promote service excellence and operational effectiveness

Requirements

Diploma or degree in any discipline
2 to 3 years of relevant customer service experience is an advantage, though fresh candidates may apply
Strong written and verbal English communication skills
Able to speak Mandarin to serve Mandarin-speaking customers
Customer-centric with a passion for service excellence
Strong interpersonal skills for engaging internal and external stakeholders

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Customer Service Executive, Contact Centre, Global Consumer Financial Services

About the role

What you'll do

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