Customer Service Representative (Contract) – 12 months

About the role

The Customer Service Representative is a key client-facing role responsible for enhancing the customer's banking experience through proactive assistance and guiding them towards digital solutions. This role requires an individual who is passionate about technology, customer-centric, and knowledgeable about the latest banking products and services. They will play a crucial role in promoting digital adoption and cashless transactions, thereby improving efficiency and customer satisfaction.

Key responsibilities

• Provide prompt and courteous assistance to customers with their general inquiries regarding banking services, products, and digital platforms.
• Guide customers through self-service options available on digital channels (e.g., mobile banking app, online banking portal, ATMs).
• Troubleshoot common digital banking issues and provide immediate solutions or escalate complex issues to the appropriate department.
• Proactively engage with customers to understand their banking needs and identify opportunities for digital adoption.
• Educate customers on the benefits and functionalities of the bank's digital platforms, including online banking, mobile banking, and cashless payment solutions.
• Assist customers with the setup and initial usage of digital banking services, ensuring a smooth onboarding experience.
• Encourage and guide customers to adopt cashless payment methods where suitable, explaining the convenience and security benefits.
• Maintain a comprehensive and up-to-date knowledge of the bank's latest products, services, and digital offerings.
• Build and maintain strong, positive relationships with customers by providing exceptional service and support.
• Gather customer feedback on digital platforms and services to contribute to continuous improvement.

About you

• High school diploma or equivalent
• Previous experience in a customer service role
• Experience with banking, or financial institution digital platforms and technology support is a strong advantage
• Excellent interpersonal and communication skills, with the ability to explain complex technical concepts in an easy-to-understand manner
• Strong problem-solving abilities and a proactive approach to customer service
• Tech-savvy with a genuine interest in digital trends and innovation
• Ability to work independently and as part of a team in a fast-paced environment
• Customer-centric mindset with a passion for helping others
• Bilingual proficiency may be an advantage in diverse customer environments

Yieo Ming Chuan | R26163436

Associate Consultant

RecruitFirst Pte Ltd

EA License No: 13C6342