PRIMARY OBJECTIVE

• Overall responsible in handling customer inquiries, maintain high level of customer service, identifying customer needs from inbound calls and cross-selling/ up-selling Bank’s products and services towards customer satisfaction.

KEY RESPONSIBLITIES

• Customer Service Management
  • Handle initial contact of inbound calls including customer greeting and service need identification.
  • Responds to customer’s inquiries on Bank’s products and services.
  • Raises accurate and prompt service requests to the fulfillment teams.
  • Facilitates transactions and account maintenance functions over the telephone.
  • Navigates customers through the IVR where necessary.
  • Identifies opportunities to improve productivity, efficiency and quality in the service team.
  • Ensures seamless transfers e.g. resolve call on first contact without transferring or escalating the call.
  • Builds and maintains good relationships with all customers for inbound calls.
  • Maintain a positive work environment that fosters collaboration
  • To perform outbound call on services that require further action or relay information to the customer
  • Problem solving and able to work extra miles
• Sales Management
  • Perform cross-selling/up selling and provide referrals triggered by customer request to relevant parties.
• Any other responsibilities assigned by the management (eg: win back effort, SG back-up Team, etc)

REQUIREMENTS:

Formal Education:

• Bachelor Degree or Diploma with minimum 5 years experience in the relevant field.

Other skills required (if applicable):

• Preferably with working experience in customer service, telemarketing, call center or any other related roles which requires frequent interaction with customers
• Pleasant personality with excellent verbal and written communication skills. Excellent telephone etiquette
• Able to work independently with minimum supervision
• Strong oral communication and problem solving skills
• High customer service orientation
• Preferably computer literate
• Good stress management

• Attractive renumeration package and benefits
• Good career development opportunity