Customer Service Executive, Contact Centre, Global Consumer Financial Services

Job description

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. This is the broad job description of the job profile. Definitive job description should be reviewed and discussed between you and your manager. Customer Service Executive (Perm and 12 months contract opportunities) Why Join Imagine being part of a team that makes a real difference in people's lives. As a Customer Service Executive at OCBC, you'll have the opportunity to provide exceptional service to our customers, helping them achieve their financial goals and aspirations. You'll be at the forefront of delivering a world-class customer experience that sets us apart from the rest. How you succeed To succeed in this role, you'll need to be a people person with a passion for delivering exceptional service. You'll need to lead by example, empowering your team to take ownership of customer issues and resolve them efficiently. You'll also need to stay up-to-date with industry trends and regulatory requirements, ensuring that our service standards are always aligned with best practices. What you do As the Customer Service Executive (CSE) for Contact Centre, you will be responsible for providing our Singapore customers prompt and personalized service when handling their queries from multiple channels over a full range of consumer financial 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. -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 -Opportunities for permanent conversion are available 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. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.