Customer Service Executive (Contact Centre)

OCBC Bank

Services

To attend to inbound calls enquiries over various range consumer financial products and services
To handle calls professionally by providing accurate and timeline information and able to provide effective solution to customer’s queries.
To provide personalized customer service to customers, whilst maintaining a professionalism and a proper phone etiquette

Quality Assurance

To achieve first call resolution where possible and follow up with customers on unresolved issues.
To perform after call duties and quality assurance in accordance to the set procedures with zero defect
To consolidate and provide customer’s feedback to respective business partners for improvements and enhancements

Alternative Channels and Cross-Selling

To introduce and create customer awareness on self-service/automated banking channels
To cross-sell bank products and services when appropriate

Compliance

To ensure adherence and full compliance with Group Policy and Standards, local laws and regulations and control and procedures of the bank

Qualifications

Degree Holders – related working experience preferred; however, fresh graduates are welcomed to apply; diploma holders – minimum of 1 year of working experience in Contact Centre and /or Consumer Financial Services (Banking)
Possess customer centric / strong customer service mindset
Committed and a good team player with willingness to step into a leadership role
Independent and resourceful with the ability to thrive under pressure
Meticulous, well organized and has the ability to solve problems
Able to multitask and manage time effectively
Willing to work on shift rotations (24/7) which includes Public Holidays