CFS GLF, Digital Customer Service Executive (1 Year Contract)
This is a newly created role to support the bank's new digital product initiative.
As the Digital Customer Service Executive (CSE) for Contact Centre, you will be responsible for providing our customers and/or partners prompt and personalized service when handling their queries from multiple channels from start till to close. In performing your role, you are also expected to comply with the bank's policies and procedures, local laws and regulations as well as the policies and processes as set out in the business engagement framework. Main duties and responsibilities
Handle emails (and calls in the future) promptly by providing accurate and timely information, alternatives and solutions to customers and partners Respond to customers' queries and concerns with the aim of achieving first email (or call in the future) resolution or to escalate promptly to the relevant parties within the agreed SLA Monitor and follow up promptly with customers to resolve issues and ensure end-to-end closure be it from within or outside of the organization with our partners within the agreed SLA Manage queries and requests from customers and/or partners and perform any necessary updates in OCBC's systems or escalate promptly to the relevant parties Support on customer replies on social platforms and forums Introduce and educate customers on the OCBC's new platform initiatives and platform Provide customers' and/or partners' feedback and proposed process improvements to respective internal stakeholders and business partners to improve customer experience Provide statistical data and analysis on operations efficiency and customer feedback Perform any other operational and administrative work as may be required from time to time
Possess a Diploma or Degree in any discipline Has a passion for customer service Able to work in a team Able to speak and write good English. Proficiency in written English is mandatory. Able to work in a fast-paced and demanding environment Able to commit to 24/7 rotating shift work Will be required to work 5 days in a week, including weekends and public holidays Those without experience are welcome to apply Banking or eCommerce experience will be an advantage.