Customer Service - Contact Center

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 America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, 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.

About the Department

The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.

Job Responsibilities

• Reports to the Team Leader / Supervisor

• Attend to inbound and outbound telephone calls/contacts/correspondence in accordance with standard operating procedures.

• Provide information on services offered by the bank to enhance customer relationships.

• Identify and maximize sales opportunities, where applicable, to all customers.

• Provide professional, friendly, and high-quality customer service & sales for each point of contact with the customer.

• Identify and respond to customer needs accordingly.

• Manage challenging customers professionally and provide after sales service, where applicable.

• Able to consistently communicate in a positive and enthusiastic manner, while handling customer complaints in an assertive manner.

• Use call/contact control techniques to provide efficient, high-quality interactions with customers.

• Maintain detailed records of client interaction to improve quality of information available.

• To provide optimum service to all customers by answering inquiries and resolving complaints effectively with the aim of projecting a professional image

• Update and perform on-line maintenance on system terminals as per customers’ requests

• Ensure effective and timely follow-up as promised to customers

• Process financial entries and adjustment on customers’ accounts if necessary

Job Requirements

• Holds at least Diploma or Degree in any field.

• Previous experience in a call center would be an added advantage.

• Should have excellent interpersonal and communication skills with good command of written and spoken Vietnamese and English.

• Strong in customer service skills. A team player with commitment and initiative, service oriented, able to work under pressure, matured, motivated, meticulous, and analytical and able to multi-task.

• Good understanding of the bank’s customers, product, and services.

• Working knowledge of specialized products, systems, and services.

• Knowledge of Internet, Microsoft Office including email, MS Excel, MS Word, and fax.

• High level of listening and comprehension skills. Able to probe for required information from customer.

• Assertive and able to manage in situations where there may be limited information

• We are recruiting for both of permanent & outsourcing positions at Officer, Senior Officer & & Manager levels, subjected to the interview assessment(s). Note: the outsourcing labor contract will be signed-on with the UOB’s third party vendor.

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's 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.

Apply now and make a difference.