Senior Customer Service Officer

7 days ago

Singapore Bank Of China Limited Full time

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 holistic 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.

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