Contact Center Officer

About the role

United Overseas Bank (UOB) is hiring a Contact Center Officer to handle customer inquiries received by phone, email, written correspondence and social media. The role covers accurate, empathetic handling of customer requests within service standards and turnaround times, while keeping customer data confidential.

Key responsibilities

• Respond to customer inquiries via phone, email, written correspondence and social media with professionalism and efficiency.
• Handle every interaction accurately and empathetically, following service standards and turnaround times.
• Address customer requests promptly, with urgency when needed.
• Maintain strict confidentiality of customer data and comply with internal policies and regulatory requirements.
• Identify and resolve customer issues, escalating complex cases to the relevant departments.
• Guide customers on banking services and digital tools, promoting self-service options where appropriate.
• Document all interactions in the case management system for traceability and compliance.
• Work with internal teams to ensure customer concerns are resolved smoothly.

Required profile

• Diploma, Nitec or GCE O levels with 1 year of customer service experience; entry-level candidates with a strong willingness to learn are also encouraged to apply.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and manage several tasks at once.
• Composure and empathy under pressure, especially during difficult customer interactions.
• Willingness to work shifts, weekends, public holidays and overtime when required.