Senior Officer, Customer Service, Contact Center

About the role

The Senior Officer in the Contact Center will ensure the highest standard of service delivery to our banking customers. You will handle inbound communications across multiple channels, resolve issues promptly, and promote the bank’s products and services.

Key responsibilities

• Monitor and respond to incoming calls, emails, social media messages, and written correspondence.
• Identify, investigate, and resolve customer inquiries and complaints within agreed turnaround times.
• Educate customers on bank products and direct them to self‑service resources.
• Document complaints, issues, and resolutions accurately in the system.
• Maintain confidentiality of customer data and adhere to compliance and control standards.
• Utilise technology and system tools as directed, staying up‑to‑date through training and knowledge‑base updates.

Required profile

• Diploma, Nitec or GCE O‑Levels in any discipline.
• Experience in a call centre, banking or customer service environment is an advantage.
• Positive “can‑do” attitude, pleasant voice, strong communication and interpersonal skills.
• Analytical mindset, detail‑oriented, proactive and able to work in a fast‑paced environment.
• Willingness to work staggered/rotational shifts, including weekends and public holidays.

Required skills

• Proficient in PC operations, including MS Office applications.

What we offer

• Opportunity to work with a leading Asian bank.
• Continuous learning and development through trainings and knowledge resources.
• Dynamic team environment with exposure to multi‑channel customer interactions.