Overview

CFS Singapore

Customer Service Executive – Contact Centre Service Support, OSPL – (2500001J)

Description

 

As the Customer Service Executive (CSE) for Contact Centre – Service Support (OSPL), you will be responsible for providing our customers prompt and personalised service when handling their queries from multiple channels over a full range of securities products and services.  In performing your role, you are also expected to comply with the bank’s policies and procedures as well as local laws and regulations.

 

Main duties and responsibilities

  • Handle securities-related customer enquiries and transactions via phone and/ or email within specified timeframes.
  • Resolve customer issues, feedback, and complaints by coordinating with stakeholders for timely resolution and within guidelines.
  • Track open cases diligently and close all cases within Service Level Agreements (SLA).
  • Actively contribute to Contact Centre service quality KPIs for internal and external awards.
  • Ensure processes align with Standard Operating Procedures and comply with Group Policies, local laws, and banking regulations.
  • Provide ongoing feedback to enhance work processes to mitigate risks and improve SLA, cost-effectiveness and productivity.
  • Maintain zero operational loss and contribute to achieving service targets.
  • Promote a customer-centric mindset and champion service excellence.
  • Actively promote securities online products and services when appropriate.
  • Perform ad hoc assignments as needed.

 

Qualifications

 

  • Diploma or degree in any discipline.
  • 2 to 3 years of relevant experience in Customer Service is advantageous.
  • Operational knowledge of securities and the stock market is a plus.
  • Strong written communication skills and good oral communication abilities are essential, along with a customer-centric and service excellence mindset.
  • Effective interpersonal skills for engaging with both internal and external customers are required.
  • Strong written and oral communication skills are essential, along with a customer-centric mindset focused on service excellence.
  • Effective interpersonal skills for engaging with internal and external customers are also required.
  • Ability to speak Mandarin is a must (to support the Mandarin speaking customer segments)
  • Self-motivated team player who thrives under pressure in fast-paced environments, demonstrating commitment and initiative.
  • Meticulous and well-organized, with strong analytical and problem-solving skills.
  • Will be required to work 5 days in a week, 8.30-5.30pm

 

Primary Location

: Singapore

Job

: Customer Service Executive

Organization

: CFS Singapore

Schedule

: Permanent

: Full-time

Job Posting

: 09-Jan-2025, 1:08:52 PM

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About OCBC Bank

OCBC is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is now the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

OCBC and its subsidiaries offer a broad array of commercial banking, specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services.

OCBC’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has more than 570 branches and representative offices in 19 countries and regions. These include about 300 branches and offices in Indonesia under subsidiary Bank OCBC NISP, and over 90 branches and offices in Mainland China, Hong Kong SAR and Macau SAR under OCBC Wing Hang.

OCBC’s private banking services are provided by its wholly-owned subsidiary Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals.

OCBC's insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia. Its asset management subsidiary, Lion Global Investors, is one of the largest private sector asset management companies in Southeast Asia.