Job Description

Description

Primary Objective:

Overall responsible in handling customer inquiries, maintain high level of customer service, identifying customer needs from inbound calls and cross-selling/ up-selling Bank's products and services towards customer satisfaction.
Key Responsibilities:

Customer Service Management
Handle initial contact of inbound calls including customer greeting and service need identification.
Responds to customer's inquiries on Bank's products and services.
Raises accurate and prompt service requests to the fulfillment teams.
Facilitates transactions and account maintenance functions over the telephone.
Navigates customers through the IVR where necessary.
Identifies opportunities to improve productivity, efficiency and quality in the service team.
Ensures seamless transfers e.g. resolve call on first contact without transferring or escalating the call.
Builds and maintains good relationships with all customers for inbound calls.
Maintain a positive work environment that fosters collaboration
To perform outbound call on services that require further action or relay information to the customer
Problem solving and able to work extra mile.

Sales Management
Perform cross-selling/up selling and provide referrals triggered by customer request to relevant parties.

Any other responsibilities assigned by the management (eg: win back effort, SG back-up Team, etc)

Requirements

Requirements:
Bachelor Degree - Any related field(s).

Preferably with working experience in customer service, telemarketing, call center or any other related roles which requires frequent interaction with customers
Pleasant personality with excellent verbal and written communication skills. Excellent telephone etiquette
Able to work independently with minimum supervision
Strong oral communication and problem solving skills
High customer service orientation
Preferably computer literate
Good stress management

Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards