Assistant Manager, Contact Centre

WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

 Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

 We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

We are seeking a motivated and experienced Contact Centre Assistant Manager with at least 2 years of experience in customer service field. The ideal candidate will possess excellent communication skills, a strong customer focus, and the ability to handle a variety of customer inquiries efficiently.

Main Responsibilities:

Respond to customer inquiries via phone, email, and chat in a professional manner under shift basis. Resolve customer complaints and issues effectively, ensuring a positive customer experience. Meet or exceed individual and team performance metrics, including call handling time and customer satisfaction scores. Collaborate with team members and other departments to address customer needs and improve service delivery. Identify opportunities for process improvements and provide feedback to management. Adhere to company policies and procedures, ensuring compliance with industry regulations.

Requirements

• Bachelor’s degree or above

• HKSI Type 1 RA is preferred

• At least 2 years of Contact Centre in banking or finance industry

• Proficient in MS Office applications including Chinese word processing.

• Knowledge of voice, chat and other non-voice channels.

• Excellent communication and writing skills in English, Cantonese and Putonghua.

• Attentive, accurate and reliable, efficient processor

• Able to understand and address customer concerns

• Self-motivated and able to work under pressure.

• Good team player

What we offer:

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.