Customer Service Executive

2 days ago

Singapore OCBC Bank Full time

**Customer Service Executive - Contact Centre Service Support, OSPL** **-** **(**2500001J**)**

As the Customer Service Executive (CSE) for Contact Centre - Service Support (OSPL), you will be responsible for providing our customers prompt and personalised service when handling their queries from multiple channels over a full range of securities products and services. In performing your role, you are also expected to comply with the bank’s policies and procedures as well as local laws and regulations.

**Main duties and responsibilities**
- Resolve customer issues, feedback, and complaints by coordinating with stakeholders for timely resolution and within guidelines.
- Track open cases diligently and close all cases within Service Level Agreements (SLA).
- Actively contribute to Contact Centre service quality KPIs for internal and external awards.
- Ensure processes align with Standard Operating Procedures and comply with Group Policies, local laws, and banking regulations.
- Provide ongoing feedback to enhance work processes to mitigate risks and improve SLA, cost-effectiveness and productivity.
- Maintain zero operational loss and contribute to achieving service targets.
- Promote a customer-centric mindset and champion service excellence.
- Actively promote securities online products and services when appropriate.
- Perform ad hoc assignments as needed.

**Qualifications**
- Diploma or degree in any discipline.
- 2 to 3 years of relevant experience in Customer Service is advantageous.
- Operational knowledge of securities and the stock market is a plus.
- Strong written communication skills and good oral communication abilities are essential, along with a customer-centric and service excellence mindset.
- Effective interpersonal skills for engaging with both internal and external customers are required.
- Strong written and oral communication skills are essential, along with a customer-centric mindset focused on service excellence.
- Effective interpersonal skills for engaging with internal and external customers are also required.
- Ability to speak Mandarin is a must (to support the Mandarin speaking customer segments)
- Self-motivated team player who thrives under pressure in fast-paced environments, demonstrating commitment and initiative.
- Meticulous and well-organized, with strong analytical and problem-solving skills.
- Will be required to work 5 days in a week, 8.30-5.30pm

**Primary Location**: Singapore

**Job**: Customer Service Executive

**Organization**: CFS Singapore

**Schedule**: Permanent

**Job Posting**: 09-Jan-2025, 3:08:52 AM

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