Retail Customer Service Senior Officer (Outsourcing)
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What you'll do
- Attend to inbound telephone calls with standard operating procedures.
- Provide information on services offered by the bank to enhance customer relationships.
- Provide professional, friendly, and high-quality customer service for each point of contact with the customer.
- Identify and respond to customer needs accordingly.
- 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.
What they're looking for
- Holds at least bachelor’s degree in any field.
- 3-5 years of experience in Customer Service related role.
- Should have an 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.
- Assertive and able to manage in situations where there may be limited information.
Nice to have
- Previous experience in a call center would be an added advantage.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About UOB
United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.
Job Description
About the Department
The Technology & 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 telephone calls with standard operating procedures.
- Provide information on services offered by the bank to enhance customer relationships.
- Provide professional, friendly, and high-quality customer service for each point of contact with the customer.
- Identify and respond to customer needs accordingly.
- 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 bachelor’s degree in any field.
- 3-5 years of experience in Customer Service related role.
- Previous experience in a call center would be an added advantage.
- Should have an 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.
- Assertive and able to manage in situations where there may be limited information.
Additional Requirements
Be a Part of the 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.
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