Senior Officer/Manager, 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 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.

Job Description

• Respond to customer inquiries received via phone calls, emails, written correspondence, and social media platforms with professionalism and efficiency.
• Ensure all customer interactions are handled with a high level of accuracy, empathy, and in accordance with established service standards and turnaround times.
• Ensure customer requests are addressed promptly, with urgency when required.
• Maintain strict confidentiality of customer data and adhere to internal policies and regulatory requirements.
• Accurately identify and resolve customer issues, escalating complex cases to relevant departments when necessary.
• Guide customers on available banking services and digital tools, promoting self-service options where appropriate.
• Document all customer interactions in the case management system to ensure traceability and compliance.
• Collaborate with internal teams to ensure seamless resolution of customer concerns.

Job Requirements:

• Diploma or equivalent qualification; a degree in Business, Finance, or related field is an advantage.
• Customer service experience (minimum 1 year) is an advantage, preferably in a contact centre or financial services environment.
• Fresh graduates with a strong willingness to learn and a customer-first mindset are also encouraged to apply.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Demonstrate composure and empathy under pressure, particularly during difficult customer interactions.
• Willingness to work shifts, weekends, public holidays, and perform overtime when required.

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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