Job Description

As the Customer Service Executive (CSE) for Contact Centre Service Support (OSPL), you will be responsible for providing our customers prompt and personalised service when handling their queries from multiple channels over a full range of securities products and services. In performing your role, you are also expected to comply with the banks policies and procedures as well as local laws and regulations.Main duties and responsibilities

• Handle securities-related customer enquiries and transactions via phone and/ or email within specified timeframes.
• Resolve customer issues, feedback, and complaints by coordinating with stakeholders for timely resolution and within guidelines.
• Track open cases diligently and close all cases within Service Level Agreements (SLA).
• Actively contribute to Contact Centre service quality KPIs for internal and external awards.
• Ensure processes align with Standard Operating Procedures and comply with Group Policies, local laws, and banking regulations.
• Provide ongoing feedback to enhance work processes to mitigate risks and improve SLA, cost-effectiveness and productivity.
• Maintain zero operational loss and contribute to achieving service targets.
• Promote a customer-centric mindset and champion service excellence.
• Actively promote securities online products and services when appropriate.
• Perform ad hoc assignments as needed.

• Diploma or degree in any discipline.
• 2 to 3 years of relevant experience in Customer Service is advantageous.
• Operational knowledge of securities and the stock market is a plus.
• Strong written communication skills and good oral communication abilities are essential, along with a customer-centric and service excellence mindset.
• Effective interpersonal skills for engaging with both internal and external customers are required.
• Strong written and oral communication skills are essential, along with a customer-centric mindset focused on service excellence.
• Effective interpersonal skills for engaging with internal and external customers are also required.
• Ability to speak Mandarin is a must (to support the Mandarin speaking customer segments)
• Self-motivated team player who thrives under pressure in fast-paced environments, demonstrating commitment and initiative.
• Meticulous and well-organized, with strong analytical and problem-solving skills.
• Will be required to work 5 days in a week, 8.30-5.30pm

OCBC Bank