Customer Service Officer (Banking Call Centre)

About the role:
We are seeking a Customer Service Advisor to join our dynamic call centre team serving a leading client in the banking sector. In this full-time role based in the Singapore Central Region, you will be responsible for providing exceptional customer service and support to our clients' customers through a range of communication channels.

Training programme details:

• There will be an initial 5 weeks training programme whereby you will be required to pass a on the job training, role-play, theory assessment (on different banking products/services/CRM system usage/business processes) in order to be posted to your work teams (2 attempts given).
• Minimum attendance required (95%) in order to pass the training programme.

Shift timings weekends shift:

• Working hours: 5 working days, 1 rest day and 1 off day per week, 42.5 hours per week.
• Staggered shift hours: 8.5 working hours between 7AM to 10pm + 1-hour meal break in between.
• Rest day and off day: scheduled by client (2 non-consecutive off-days per week, example: 1 weekday & 1 weekend depending on work schedule), or otherwise advised by the client.

Responsibilities:

• Respond to inbound customer enquiries and requests via phone, email and chat in a professional and efficient manner.
• Assist customers with a variety of banking-related tasks such as account management, product information, and troubleshooting.
• Identify customer needs and offer appropriate solutions or referrals.
• Maintain accurate records of customer interactions and follow up as needed.
• Contribute to the continuous improvement of customer service processes and procedures.
• Provide a positive customer experience that aligns with the company's brand and values.

Job requirements:

• Proven experience in a customer service or call centre role, preferably within the banking or financial services industry.
• Strong communication and interpersonal skills with the ability to engage with customers from diverse backgrounds.
• Excellent problem-solving and decision-making abilities to handle a variety of customer enquiries.
• Proficient in using computer systems and various software applications.
• Flexible and adaptable to work in a fast-paced, dynamic environment.
• Commitment to providing exceptional customer service and a desire to exceed customer expectations.
• Willing to work on rotational shifts, including weekends and Public Holidays.