Call Centre Customer Service Specialist (Retail Banking - Non-sales role)

About the role

We are seeking a Customer Service Advisor to join our dynamic call centre team serving a leading client in the banking sector. In this full-time role based in the North-East Region, you will be responsible for providing exceptional customer service and support to our clients' customers through a range of communication channels.

Training Programme Details

• There will be an initial 5-weeks paid training programme whereby you will be required to pass a On the Job Training, Role-Play, Theory Assessment (on different banking products/services/CRM System Usage/Business Processes) in order to be posted to your work teams (2 attempts given).

• Minimum attendance required (95%) in order to pass the training programme.

Shift Timing (Weekend shift)

• Working hours: 5 working days, 1 rest day and 1 off day per week / 42.5 hours per week

• Staggered shift hours: 8.5 working hours between 7AM to 10PM + 1-hour meal break in between

• Rest day and off day: Scheduled by client (1 weekday + 1 weekend, non-consecutive)

• Or otherwise advised by the client

What you'll be doing

• Respond to inbound customer enquiries and requests via phone, email and chat in a professional and efficient manner.

• Inbound call handling for Bank's Accounts Servicing campaigns, products enquiries and helpdesk enquiries.

• Assist customers with a variety of banking-related tasks such as account management, product information, and troubleshooting.

• Customer Fulfillment follow through on case handling and with customers.

• Ensure bank's compliance and control standards are observed and met in the execution of customers’ enquiries, transaction requests and maintaining confidentiality of Bank and customers’ information.

What we're looking for

• Candidates without relevant experience are welcomed to apply.

• Although preferred, previous experience in Call Centre, a financial services or Fraud setting is not essential. Our dedicated onsite Training team will provide you with a specifically designed training programme and support in your new role; and to enable you to develop and provide ongoing training for all team members.

• Possess a positive mindset with a “CAN-DO” attitude a and passion to deliver quality customer service.

• Possess good comprehension, communication, interpersonal skills and work etiquette.

• Possess good command of written and spoken English.

• Good analytical skills; passion for working and is good in working with numbers.

• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.

• Passion for working, responsible and with good working attitude.

• Proficient in PC skills including MS Office applications.

• Ability to work on staggered/rotational shifts including weekends and Public Holidays.