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Customer Service Executive, Contact Centre, Global Consumer Financial Services
OCBC
Singapore, UAE
Full Time
Entry
4 weeks ago
Customer ServiceCommunicationProblem SolvingMandarinCross sellingBanking Products
Free
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Customer ServiceCommunicationProblem Solving
About the Role
OCBC is seeking a Customer Service Executive for its Contact Centre to handle customer enquiries via phone and email for consumer financial products. The role requires strong communication skills, a customer-centric mindset, and the ability to work rotating shifts including nights and weekends.
Key Skills for This Role
Customer ServiceCommunicationProblem SolvingMandarinCross sellingBanking Products
Responsibilities
- Manage customer enquiries via phone and email, providing accurate, timely information, solutions, and alternatives to achieve first contact resolution
- Resolve customer issues, feedback, and complaints by coordinating with stakeholders, ensuring timely and compliant closure of all cases
- Perform diligent follow ups and track open cases to ensure resolution within Service Level Agreements
- Deliver excellent customer service by applying strong communication skills to enhance satisfaction and promote a customer centric experience
- Identify opportunities to deepen customer relationships through appropriate cross selling, upselling, and promotion of digital/self service banking
- Capture and share customer feedback with relevant stakeholders to improve processes, service quality, and overall customer experience
- Complete after call administrative tasks accurately while ensuring adherence to Standard Operating Procedures, Group Policies, and regulatory requirements
- Contribute to service quality KPIs, maintain zero operational loss, and support continuous improvement in productivity and risk mitigation
Requirements
- Diploma or Degree in any discipline
- 2 to 3 years of relevant customer service experience is advantageous (candidates without experience are welcome to apply)
- Strong written and verbal communication skills with proficiency in English
- Ability to speak Mandarin is required to support Mandarin speaking customer segments
- Customer centric mindset with a strong passion for service excellence
- Able to commit to 24/7 rotating shift work, including night shifts
- Required to work 5 days a week, including weekends and public holidays
Full Job Posting
Who We Are
- OCBC is Singapore’s longest established bank, dedicated to enabling individuals and businesses to achieve their aspirations since 1932.
- We are on a journey of transformation to become a future ready learning organisation.
What you do
- Manage customer enquiries via phone and email, providing accurate, timely information, solutions, and alternatives to achieve first contact resolution.
- Resolve customer issues, feedback, and complaints by coordinating with stakeholders, ensuring timely and compliant closure of all cases.
- Perform diligent follow ups and track open cases to ensure resolution within Service Level Agreements.
- Deliver excellent customer service by applying strong communication skills to enhance satisfaction and promote a customer centric experience.
- Identify opportunities to deepen customer relationships through appropriate cross selling, upselling, and promotion of digital/self service banking.
- Capture and share customer feedback with relevant stakeholders to improve processes, service quality, and overall customer experience.
- Complete after call administrative tasks accurately while ensuring adherence to Standard Operating Procedures, Group Policies, and regulatory requirements.
- Contribute to service quality KPIs, maintain zero operational loss, and support continuous improvement in productivity, and risk mitigation.
- Perform ad hoc duties and actively support initiatives that promote service excellence and operational effectiveness.
Who you are
- Diploma or Degree in any discipline
- 2 to 3 years of relevant customer service experience is advantageous (candidates without experience are welcome to apply)
- Strong written and verbal communication skills with proficiency in English
- Ability to speak Mandarin is required to support Mandarin speaking customer segments
- Customer centric mindset with a strong passion for service excellence
- Effective interpersonal skills to engage both internal and external stakeholders
- Self motivated team player who thrives in a fast paced, high pressure environment
- Meticulous, well organised, and detail oriented with strong analytical and problem solving skills
- Adaptable and resilient, with the ability to manage demanding workloads
- Able to commit to 24/7 rotating shift work, including night shifts
- Required to work 5 days a week, including weekends and public holidays
- Prior banking experience is an added advantage
What We Offer
- Competitive base salary
- A suite of holistic, flexible benefits to suit every lifestyle
- Community initiatives
- Industry leading learning and professional development opportunities
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