UOB
Banking
CustomerServiceOfficer(Serve),CC
“Customer Service Officer (Serve), CC at UOB. Skills: Customer service, Problem solving, Communication. Deliver 24-hour one-stop customer service. Providing prompt and accurate answers, alternatives, or solutions to customers”
What You'll Achieve.
Ensuring Service Level Agreements and personal Key Performance Objectives are achieved; Achieving Contact Centre’s targets; Zero fraud tolerance; Zero defects
Industry & Context.
Problem solving; Analytical and display initiative to resolve problems
Zero fraud tolerance, All staff are subject to Compliance and Audit related checks including spot-checks on lockers, workstations, pedestals, cabinets and drawers
What They're Looking For.
Must Have
Recognized Degree/Diploma or other equivalent qualifications, Knowledge in Microsoft Office, Active listening, Comprehension, Composition, Problem solving, Customer focus, Quality standards
Nice to Have
Effective written and verbal communication skills, Ability to listen and assess customer’s concerns, Ability to understand and identify appropriate solutions, Ability to compose a concise and accurate message via email or verbally, Analytical and display initiative to resolve problems, Customer service orientation, Highly motivated & capable of producing quality work, Ability to work in a fast pace and stressful environment, Able to multi-task to take on additional tasks, Able to handle objections from customers, Know how to adjust rate of speech and language to meet customer level
What You'll Do.
Deliver 24-hour one-stop customer service
Providing prompt and accurate answers
or solutions to customers
Handling and resolving customer complaints proficiently
Displaying a high level of quality and professionalism when dealing with customers
Taking ownership of each call to ensure customer’s satisfaction
Performing transactions accurately and efficiently
Ensuring first call resolution or timely follow ups and referrals
Maintain a high level of customer focus
Maintain high integrity in delivery of honest value
Protecting the trust and safeguarding the confidentiality of customer’s information
Ensuring Service Level Agreements and personal Key Performance Objectives are achieved
Contributing as a team achieving Contact Centre’s targets
Executing and completing all activities and processes accurately in compliance with rules and regulations
Perform any administrative tasks in accordance to the set procedures with zero defects
Proactively identifying
and gathering feedback from customers to improve and enhance customer’s experience
Liaise with relevant units and/or departments to resolve issues
Liaise with external service providers when necessary
How You'll Work.
Team & Collaboration
Contributing as a team achieving Contact Centre’s targets; Liaise with relevant units and/or departments to resolve issues
Communication Scope
Effective written and verbal communication skills; Ability to compose a concise and accurate message via email or verbally; Know how to adjust rate of speech and language to meet customer level
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