Senior Officer, Customer Service, Contact Center

Job Responsibilities:

1. Ensures highest standard of service delivery to our customers.
2. Monitors and responds to incoming calls/emails/social media platform/written correspondences.
3. Maintains confidentiality of the Bank’s customers and data.
4. Identifies and resolves customer issues and inquiries received via calls/mail/emails/social media platforms completely and accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness.
5. Uses customer service and sales skills to optimize the opportunity of each customer contact.
6. Educates the customer about the Bank’s products and services and directs them toward available resources for self-help.

Job Requirements:

1. Degree/Diploma in any discipline.
2. Experience in Call Centre, Banking or Customer Service (calls and correspondences) environment will be an advantage.
3. Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service.
4. Possess a pleasant voice, excellent comprehension, communication, interpersonal skills, and work etiquette.
5. Good analytical skills; passion for working with numbers.
6. Resourceful, proactive, results-driven, attentive to details, and a good team player who likes to work in a fast-paced changing environment.
7. Passion for working, responsible, and with a good working attitude.
8. Proficient in PC skills including MS Office applications.
9. Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.