Digital Customer Engagement Executive

3 weeks ago

Singapore GXS Bank Full time
About us:

We are living in exciting times. Technology is reshaping how we live and we want to use it redefine how financial services are offered, which is why Singtel and Grab are coming together. Singtel is Asia's leading communications group connecting millions of consumers and enterprises to essential digital services while Grab is the leading technology company in Southeast Asia offering everyday services to consumers. Together, we have big dreams to unlock and financial inclusion for people in our region is just one. We want to build a digital bank with the right foundation - using data, technology and trust to solve problems and serve customers.

Get to know our Team:

Reporting into the Customer Service Operations head of the bank, the Customer Service operations team ensures the smooth operation of the bank's contact centre, where customer support executives interact with the bank's customers across different touch points. The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle focusing on quality, customer satisfaction and efficiency.

Get to know the Role:

Provide real time human-assisted customer support via various channels including but not limited to voice, live chat, email, social media, L1 and L2 support, handle enquiries and resolve any issues while building and maintaining good relationships with Digibank customers in Singapore

Guide our customers in using the Digibank application and resolve issues as per SOPs via self serve tools, HelpCentre and FAQs.

Clear understanding and adherence to the SOPs, resolution solutioning and on-going process improvements

Follow through and escalation to internal & external parties as necessary to resolve any issues from our customers

Meet individual and team qualitative and quantitative operations performance metrics

Collaborate closely with the Customer Service Operations team and SMEs in the delivery of relevant customer support initiatives

Be the advocate of Digibank values and standards for self and team

The day-to-day activities:

Provide quality customer support (24/7) through various channels including but not limited to Voice, Digital and Chat channels for our customers

Provide 1st level investigation and timely escalations as required to respective teams to ensure proper root cause analyses, speedy resolution and customer satisfaction

Gather feedback from customers, observe and highlight front-line issues such as application failure, transaction issues, product enquiries and clarifications etc. and report promptly to supervisor

Be a fast learner to execute new processes related to product launches, tactical campaigns, systems enhancements, process automation or channel optimization projects

Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.

Monitor various company communication channels including call center, social media, web enquiries, etc. and respond appropriately in a timely manner

Provide regular data analytics, project / issue reports to operations head, Customer Service management team as required

The must haves:

Able to work on weekend and rotational shifts;

At least 2 years working experience in any service industry;

Experience in Customer Service/Contact Centre in banking/financial industry will be good advantage;

Tertiary education, must possess at least a Diploma in any relevant field;

Experience in Zendesk, Livechat and digital servicing channels will be an added advantage;

Proficiency in using Microsoft products such as Excel, PowerPoint, Word;

Ability to communicate results to management and in a fast paced environment;

Customer centric and attention to detail;

Can thrive under minimal supervision;

Outstanding organizational skills with multitasking skills;

Excellent verbal/written communication skills in English language

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