About UOB

About the Department

Job Responsibilities

• 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 customer’s satisfaction by going the extra mile.
• Performing transactions accurately and efficiently to resolve customer’s 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 customer’s information.
• Ensuring Service Level Agreements and personal Key Performance Objectives are achieved.
• Contributing as a team achieving Contact Centre’s 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 customer’s experience.
• Liaise with relevant units and/or departments to resolve issues.
• Liaise with external service providers when necessary.

Job Requirements

• 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.

Be a part of UOB Family