Contact Center Officer

5 days ago

Singapore NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD Full time

**About NETS**

The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain.

The Group operates Singapore’s national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 120,000 acceptance points in the country as well as online payments.

**Position Summary**

The NETS Customer Service Team is the 24x7 key point of contact for our customers on their queries with regards to the company’s products and services.

**Key Responsibilities**
- Where first call resolution is not possible, follow up closely with internal parties for required resolution before reverting to the customer.
- Ensure that all customer queries and any follow-up interactions are logged into CRM accurately and timely
- Achieve individual and team goals
- Proactively escalate query trends or potential issues to team lead/manager
- Perform other assigned duties and/or project work

**Requirements**:

- Minimum qualification of Diploma-holder and/or 2-3 years of relevant contact center/customer servicing experience
- Proficiency in local languages/dialects will be an advantage
- Strong communication skills
- Passion for problem-solving with the ability to identify root causes and pursue effective solutions
- Able to work independently and as part of a team
- Resourceful and able to perform well under pressure
- Fast learner, able to quickly pick up constantly evolving variety of products and services

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