Customer Service Executive
Job Summary
As a Customer Service Executive at OCBC, you will provide prompt and personalized service to Singapore customers across multiple channels. You will manage financial product queries, resolve issues, and ensure compliance with bank policies and regulatory requirements. The role focuses on delivering high-quality customer experiences and supporting continuous improvement in service standards.
Responsibilities
- Manage customer enquiries via phone and email
- Resolve customer issues and complaints
- Perform administrative tasks and follow-ups
- Support service quality KPIs and process improvements
- Promote digital and self-service banking solutions
Required Skills
- Diploma or Degree holder
- Proficiency in English and Mandarin
- Strong communication and interpersonal skills
- Analytical and detail-oriented
- Ability to work rotating 24/7 shifts including weekends
Job Details
Responsibilities:
- Manage customer enquiries via phone and email, providing accurate, timely information, solutions, and alternatives to achieve first contact resolution.
- Resolve customer issues, feedback, and complaints by coordinating with stakeholders, ensuring timely and compliant closure of all cases.
- Perform diligent follow-ups and track open cases to ensure resolution within Service Level Agreements.
- Deliver excellent customer service by applying strong communication skills to enhance satisfaction and promote a customer-centric experience.
- Identify opportunities to deepen customer relationships through appropriate cross-selling, upselling, and promotion of digital/ self-service banking.
- Capture and share customer feedback with relevant stakeholders to improve processes, service quality, and overall customer experience.
- Complete after-call administrative tasks accurately while ensuring adherence to Standard Operating Procedures, Group Policies, and regulatory requirements.
- Contribute to service quality KPIs, maintain zero operational loss, and support continuous improvement in productivity, and risk mitigation.
- Perform ad hoc duties and actively support initiatives that promote service excellence and operational effectiveness.
Requirements:
- Diploma or Degree in any discipline
- 2 to 3 years of relevant customer service experience is advantageous (candidates without experience are welcome to apply)
- Strong written and verbal communication skills with proficiency in English to communicate with clients
- Ability to speak Mandarin is required to support Mandarin-speaking customer segments
- Customer-centric mindset with a strong passion for service excellence
- Effective interpersonal skills to engage both internal and external stakeholders
- Self-motivated team player who thrives in a fast-paced, high-pressure environment
- Meticulous, well-organised, and detail-oriented with strong analytical and problem-solving skills
- Adaptable and resilient, with the ability to manage demanding workloads
- Able to commit to 24/7 rotating shift work, including night shifts
- Required to work 5 days a week, including weekends and public holidays
- Prior banking experience is an added advantage