Customer Service Agent, Contact Centre

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 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.

About the Department

Job Responsibilities

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 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.

2. Performance Management

3. Financial and Operations Management

4. Process Management

Job Requirements

1. Experience
   1. Recognized Degree/Diploma or other equivalent qualifications
2. Technical skills
   1. Knowledge in Microsoft Office
3. Soft skills
4. Required skills:
5. Active listening
6. Comprehension
7. Composition
8. Problem solving
9. Customer focus
10. Quality standards
11. Desirable skills

• 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

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.