Customer Service Officer (Contact Centre) - Banking Retail Services

Responsibility: • Call centre environment and handle customer calls. • Inbound call handling for Bank's Accounts servicing, campaigns, products enquiries and helpdesk enquiries. • Fulfillment follow through on case handling and with customers. • Ensure group compliance and control standards are observed and met in the execution of customers’ enquiries, transaction requests and maintaining confidentiality of Bank and customers’ information. • Ensures highest standard of service delivery to our customers. • Maintains confidentiality of the Bank’s customers and data. • Identifies and resolves customer issues and enquires received via calls platforms completely, accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness • Educates the customer about the Bank’s products and services and directs them toward available resources for self-help. • Resolves customer enquiry, request and feedback to the satisfaction of the customer, and complete accurately the necessary documentation and subsequent solutions. Requirements: • Relevant work experience. • Although preferred, previous experience in Call Centre, a financial services or Fraud setting is not essential. Our dedicated onsite Training team will provide you with a specifically designed training programme and support in your new role; and to enable you to develop and provide ongoing training for all team members. • Ability to work on staggered shifts including weekends and Public Holidays to support Contact Centre service operations. • Proficient in PC skills including MS Office applications. • Excellent comprehension, communication, interpersonal skills and work etiquette. • Multitasking, resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment. Other details: • There will be a 5-weeks training programme whereby you will be required to pass a role-play and technical assessment in order to be posted to your work teams (2 attempts given). • Must be comfortable with shift timing: Weekend / PH shift required (5-working days per week) • Work hours: staggered shift hours of 8.5 working hours per day between 7AM-10PM + 1-hour meal • Rest day and off day: scheduled by client (1 weekday + 1 weekend, non-consecutive)