Senior Customer Service Officer

3 weeks ago

Singapore BANK OF CHINA LIMITED Full time
Roles & Responsibilities

Responsibilities:


• To provide information and assistance to customers through correspondence/email, inbound and outbound calls.

• Ensure calls, correspondence and emails from cutomers are responded to promptly by providing accurate information, providing alternatives and solutions to customers on products and services.

• Ensure that backend maintenance work is monitored, updated and reviewed to ensure timely and accurate updates.

• Prepare and maintain statistical reports and ad-hoc reports.


• To be able to review work process to streamline workflow and enhance unit's productivity.

• Assist to undertake the groundwork of system enhancement projects if any.

• Perform any ad-hoc tasks or projects assigned by supervisor.

• Handle escalated feedback and complaints from customers and ensure customers are responded promptly and resolved within stipulated timeframes.

• Assist in evaluating call agents performance, providing training, guidance and coaching.

• Assist in training call agents on how they are able to have a good communication skill with customer so that they can provide a hoslistic customer experience to customers within one call resolution.

Job Requirements:

· 3-5 years of relevant work experience. Candidate with call centre experiences in credit card or banking industry will have an added advantage.

· Passion for customer service, a team player with pleasant personality, excellent telephone etiquette and communication skill.

· Proficient in Microsoft Officer Applications.

· Proficiency in Chinese would be an advantage as incumbent is required to communicate with Chinese customers & Head Office.

Tell employers what skills you have

Customer Service Skills
Listening Skills
Microsoft Office
Telephone Manner
Target Driven
Customer Service Representatives
Banking
Customer Satisfaction
Team Player
Customer Service
Conflict
Customer Service Experience
Call Center

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