SO, Customer Service Officer, (Serve), CC

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific Europe and North Asia we operate through our head office in Singapore and banking subsidiaries in China Indonesia Malaysia and Thailand as well as branches and offices. Our history spans more than 80 years. Over this time we have been guided by our values Honorable Enterprising United and Committed. This means we always strive to do what is right build for the future work as one team and pursue long-term success. It is how we work consistently be it towards the company our colleagues or our customers.

Job Description

1. Customer Management

• Deliver 24-hour one-stop customer service.
• Providing prompt and accurate answers alternatives or solutions to customers with their best interests at heart.
• 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 customers satisfaction by going the extra mile.
• Performing transactions accurately and efficiently to resolve customers needs in accordance to the set procedures and guidelines.
• Ensuring first call resolution or timely follow ups and referrals to esacalate for further investigation.
• Maintain a high level of customer focus.
• Maintain high integrity in delivery of honest value in every interaction and in our conduct with customer.
• Protecting the trust and safeguarding the confidentiality of customers information.
• Ensuring Service Level Agreements and personal Key Performance Objectives are achieved.
• Contributing as a team achieving Contact Centres targets.
• All activities and processes must be executed and completed accurately in compliance with rules and regulations manuals policies guidelines Service Level Agreement audit and compliance requirements. Zero fraud tolerance.
• Perform any administrative tasks in accordance to the set procedures with zero defects.
• All staff are subject to Compliance and Audit related checks including spot-checks on lockers workstations pedestals cabinets and drawers.
• Proactively identifying researching and gathering feedback from customers to improve and enhance customers experience.
• Liaise with relevant units and/or departments to resolve issues.
• Liaise with external service providers when necessary.

2. Performance Management

3. Financial and Operations Management

Job Requirements

1. Experience

• Recognized Degree/Diploma or other equivalent qualifications

2. Technical skills

• Knowledge in Microsoft Office

3. Soft skills

• Active listening
• Comprehension
• Composition
• Problem solving
• Customer focus
• Quality standards

4. Desirable skills

• Effective written and verbal communication skills.
• Ability to listen and assess customers 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.

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidates age race gender color religion sexual orientation physical or mental disability or other non-merit factors. All employment decisions at UOB are based on business needs job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process please inform us when you submit your online application.

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