Customer Service Manager (AVP), OSPL - Customer Service Customer Service Manager (AVP), OSPL - Customer  …

OCBC Bank
in Singapore
Permanent, Full time
Last application, 27 Nov 20
Competitive
OCBC Bank
in Singapore
Permanent, Full time
Last application, 27 Nov 20
Competitive
OCBC Bank
Customer Service Manager (AVP), OSPL - Customer Service
Roles and Responsibilities:

  • Handle challenging and escalated situations/customers and ensuring prompt turnaround for all service requests with consistent quality
  • Handle complaint customers and assist on investigation of complaint cases
  • To nurture an environment where the team can excel through encouragement and empowerment, per forming as a highly effective team
  • Monitor service quality by conducting sample checks on calls and emails
  • Liaise with internal stakeholders and follow up with external customers on all account related requests.
  • Identify and drive process improvements, to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources
  • Work on projects as assigned


Qualifications
Requirements:

• Proven working experience in customer facing with minimum of 5 years experience, preferably in financial institution
• Strong customer facing and communication skills
• Customer centric / Strong customer service mindset
• A good team leader with commitment and initiative
• Independent and resourceful, and able to work under pressure
• Desire to help others with patience and empathy
• Meticulous, well organized and with ability to analyze and solve problems
• Able to multi-task and effectively manage time

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