Contact Centre Officer - Singapore - NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD

    NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD
    NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD Singapore

    2 weeks ago

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    Description
    Roles & Responsibilities

    NETS

    The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain.

    The Group operates Singapore's national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 130,000 acceptance points in the country as well as online payments.

    Position Summary

    The NETS Customer Service Team operates from 9AM to 9PM daily and is the key point of contact for our customers on their queries with regards to the company's products and services.

    As part of this team, he/she will contribute significantly to the overall service experience of our customers by delivering excellent service in a prompt and professional manner via the various communication channels available.

    Key Responsibilities

    • Handle and resolve all customer queries received via phone or email effectively and promptly
    • Where first call resolution is not possible, follow up closely with internal parties for required resolution before reverting to the customer
    • Ensure that all customer queries and any follow-up interactions are logged into CRM accurately and timely
    • Achieve individual and team goals
    • Proactively escalate query trends or potential issues to team lead/manager
    • Perform other assigned duties and/or project work

    Requirements

    • Minimum Diploma and/or 2-3 years of relevant contact center/customer servicing experiences
    • Proficiency in local languages/dialects will be an advantage
    • Strong communication skills
    • Passion for problem-solving with the ability to identify root causes and pursue effective solutions
    • Able to work independently and as part of a team
    • Resourceful and able to perform well under pressure
    • Fast learner, able to quickly pick up constantly evolving variety of products and services
    Tell employers what skills you have

    CRM
    Customer Relationship
    Process Automation
    Customer Relationship Management CRM
    Office Administration
    Process Management
    Attention to Details
    Fast Learner
    Communication Skills
    Customer Oriented
    Customer Service
    Service Excellence
    Team Oriented
    Able To Work Independently