Senior Officer, Service Quality Management, Contact Center, Contact Center

Senior Officer, Service Quality Management, Contact Center

Posting Date: 21 Oct 2024

Location: Singapore (City Area), SG, 048624

Company: United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. Our history spans more than 80 years, guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success.

About the Department

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations. We have centralized and standardized the technology components into Singapore, creating a global footprint to support our regional subsidiaries and branches around the world. Our Operations divisions provide transactional customer services while focusing on cost efficiency through process improvements, automation, and straight-through processing.

Job Responsibilities

• Acts as the main contact point for all intra and/or inter-department feedback and complaint handling, liaising with affected business or support unit to determine the cause of issue and resolution for customer.
• Ensure timely handling of customer issues raised and proactively follow up to keep all stakeholders informed.
• Embody customer engagement & professionalism by showcasing excellent customer handling skills and appropriate service recovery when necessary.
• Collate, analyze, and identify customer service gaps in feedback, complaints, and compliments to provide business intelligence for the Call Centre and the Bank.
• Recommend improvements in work processes or systems based on identified gaps to contribute to the improvement of Call Centre’s overall performance.

Job Requirements

• Bachelor Degree with 3 to 4 years of relevant working experience in Contact Center.
• Experience in handling complaints and escalations.
• Possess a positive mindset with a “CAN-DO” attitude and a passion to deliver quality customer service.
• Possess a pleasant voice, excellent comprehension, communication, interpersonal skills, and work etiquette.
• Good analytical skills; passion for working with numbers.
• Resourceful, proactive, results-driven, attentive to details, and a good team player who thrives in a fast-paced changing environment.

Be a part of UOB Family

UOB is an equal opportunity employer. We do not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements, and qualifications. If you require any assistance or accommodations for the recruitment process, please inform us when you submit your online application.