Client Service Executive

As a member of our Client Services Team, you will be the professional and client-centric voice of Experian Credit Services Singapore, addressing enquiries and feedback about our products and services through all communication channels. You will provide solutions in ways that best meet our customers’ requirements in accordance with our organization’s best practices and deliver best-in-class service experience to our customers. Areas of work include Customer Care Support, Customer Data Maintenance and Lead Qualification.

We are looking for a self-driven, accountable, assertive team-player with a can-do-attitude and relevant experience in Customer Service to succeed in this role. The ideal candidate must have worked in MNC / financial institutions and has demonstrated track records to overcome the complexities of working in a fast-paced and challenging environment.

What you’ll be doing

• Provide best-in-class service experience to customers through effective handling of all enquiries and feedback in a timely and professional manner within committed service-level-agreement (SLA).
• Understand customer requirements, qualify, and generate leads or provide direct product recommendations, through prompt and effective communication and collaboration with different cross functional teams.
• Achieve or exceed hard targets and objectives (e.g: Service Quality Rating).
• Accurate and timely maintenance of customers’ data via our CRM systems.
• Provide support in system upgrade, product launches or Business Continuity Plan (BCP) which may take place during non-operational hours/days, as required.
• Assume any report or task assigned that are relevant to customer service.

What you’ll need to bring to the team

• Minimum 2 years of experience in customer service
• Strong sense of client-centricity and ability to connect with diverse client profiles (both B2C and B2B)
• Outstanding interpersonal and communication skills, written and verbal
• Excellent situational-handling skills and ability to thrive in a fast-paced environment
• Proactive with a positive learning attitude and desire to learn the ropes
• Proven ability to excel both independently and as part of a team
• Bilingual candidate (English & Mandarin) is preferred. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• Diploma/Degree in business or relevant studies is preferred
• Familiarity with Singapore business landscape is preferred

Additional information

• Adhere to Experian policies and procedures

• Work under the Experian behaviours and values

• Facilitate and drive performance management processes

• Champion a culture where the fair treatment of customers is at the heart of the Experian business

• Ensure that by leading by example, you adhere to all regulatory requirements and apply appropriate controls in the interests of customers. Through the adoption of a top-down approach, demonstrate a culture where all our people understand their regulatory obligations, including what the fair treatment of customer’s means to them and our organization