Customer Service Executive/ Senior Customer Service Executive

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 to communicate with clients

-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