Central Jobs Customer Service Executive/team Manager – Contact Centre Position at Oversea-Chinese Banking Corporation Ltd

Image Oversea-Chinese Banking Corporation Ltd
  • Job vacancies posted on: 12 months ago

Do you currently live in the Central and its surrounding areas and are looking for job vacancies? We are pleased to inform you that our company office, Oversea-Chinese Banking Corporation Ltd is currently seeking candidates to then join and fill the position as Customer Service Executive/Team Manager - Contact Centre and able to work under full time working hours system.

We are a competent professional company, therefore we have specific criteria for the interested candidates. We give priority to candidates who are experienced in the field of Healthcare & Pharmacy with a minimum Bachelor's Degree. In addition, we also prioritize candidates who are professional at work, uphold honesty, discipline in responsibility, and are capable to complete their task as well as possible.

We are offering a salary of SGD 2.000 - SGD 5.700 for this position for interested candidates. However, this salary range can be negotiated and changed if the candidate's credibility exceeds our expectations and for sure, the agreement is adjusted to the policies of our company's HRD. Your capability will be highly appreciated by our company.

Job Info

Company Oversea-Chinese Banking Corporation Ltd
Position Customer Service Executive/team Manager - Contact Centre
Region Central
Career Level Not Specified
Work Experience -
Qualification Not Specified
Type of Work Full-Time
Specialization Required Healthcare, Pharmacy
Minimum Salary SGD 2.000
Maximum Salary SGD 5.700

Responsibilities:

  • Lead a team of Customer Service Executives to deliver world class 24 hour one-stop customer service and excellent levels of individual/ team performance and customer satisfaction
  • Manage day-to-day frontline activities, prioritise and make risk/ impact assessments within existing processes and procedures towards achieving SLAs
  • Disseminate timely information to team members to ensure accurate and updated policy and information is conveyed to customers
  • Handle escalated calls and resolve customer requests/ complaints in an efficient and timely manner within Service Level Agreement
  • Monitor Customer Service Executives’ adherence, punctuality and overall discipline
  • Conduct daily huddles and ad hoc briefings
  • Accountable for meeting customer service standards and assigned service and sales targets for individual CSE and self
  • Perform service reviews on CSEs to ensure quality, efficiency and compliance.
  • Motivate, coach and develop CSEs to ensure they deliver the expected Key Performance Indicators (KPIs).
  • Identify knowledge gaps/ training needs through day to day team operations and observations
  • Monitor and walk the floor to ensure resources are optimised at all times and daily service targets are met
  • Support and continuously review and improve work processes so as to enhance customer’s experience and highlight operational risks and areas for improvement
  • Work with the management team to identify and deliver positive change and business efficiencies
  • Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
  • Support ad-hoc projects as assigned

Requirements:

  • Minimum 2 years of relevant experience in a managerial or leadership role preferably in a Contact Centre or customer service environment with proven track record
  • Excellent leadership and communication skills
  • Strong team player in a highly dynamic and stressful environment
  • Strong coaching and people-development skills through call review, quality feedback, etc.
  • Ability to understand and identify appropriate solutions for customers and escalations
  • Energetic and motivating individual
  • Good analytical and presentation skills
  • Familiar with Contact Centre operating systems
  • Technical savvy and has proficient in Microsoft Office
  • Knowledge of browsers/ Internet Banking
  • Able to multi-task and take on assigned projects

Office/Company Address

Country Singapore
Region Central
Address 65 Chulia St, #21 - 06/07 Payswiff Solutions Private Limited, OCBC Centre, Singapura 049513
Map Google Map

Benefit

  • Get work experience
  • Bonus for overtime
  • Be taught first
  • Good work environment

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Company Description

The OCBC Bank group of businesses comprises a family of companies owned by Singapore’s longest-established local bank.

OCBC Bank is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. Since the time of our founders, we have always understood the financial needs of our customers and developed financial solutions that meet their needs.

To address increasingly diverse needs across different communities and geographies, OCBC Bank has expanded and acquired businesses beyond the realm of commercial banking. OCBC Bank has been ranked by Bloomberg Markets magazine as the World's Strongest Bank for two years, 2011 and 2012.

Company Info

  • Industry: Banking / Financial Services
  • Registration No.: 193200032W
  • Company Size: More than 5000 Employees
  • Average Processing Time: 30 days
  • Benefits & Others: Dental, Medical, Sports (e.g. Gym), Subject to designation, Subject to designation
This vacancy is suitable for those of you who live in the following areas: Central