Customer Care Specialist

 

Trust is the first of a new breed of banks in Singapore – digitally native and focused on delivering a delightful customer experience.  You will work in a fast-paced and collaborative environment to solve new and interesting challenges each day. Together with our Trust team, you will help shape the future of our bank.  

 

As a Customer Care Specialist, you'd be able to help service our customer base, work on exciting challenges, learn new ways of working, and help build delightful experiences for our customers.  

 

Job Description 

Working in a multi-channel fast-paced contact centre, and leveraging on the latest technology, you will be instrumental in providing differentiated customer service for Trust customers. Our aim is to provide the state-of-art service to our retail customers and change the way people bank with us.

 

The Role Responsibility: 

• Handle inbound customers enquiries professionally via call or chat channel in a timely and efficient manner
• Able to multi-task in a fast-paced contact centre environment such as toggling systems and handle multiple chats simultaneously
• Identify the main reason of inbound interaction, document case accurately, and route requests to relevant teams to resolve issue.
• Ensure prompt customer acknowledgement and follow-up actions for all cases according to standard operating procedures in place
• Keep updated on bank’s product and bank processes to deliver accurate and quality services
• To consistently meet monthly targets set out in balanced scorecard
• Comply strictly to data confidentiality policies within the bank
• Support in filling out of investigation reports, as required, for more complex cases
• Drive digital-first solutions by advocating self-help options to customers wherever possible
• Actively highlight issues or any abnormalities during course of work if any
• Assist in any other adhoc tasks/duties assigned

 

Role Specific Technical Competencies:

Skill	Target proficiency level
Customer service experience	Core
Contact centre experience	Core

   

Our Ideal Candidate: 

• Graduate with a minimum of 2 years of experience in Customer Service, ideally with experiences in a contact centre or banking environment.
• Strong capacity to multi-task and operate under a high-paced and sometimes stressful environment
• Superior listening, robust writing (including data entry) and verbal communication skills required
• Customer centric and attention for details
• Good understanding of the Bank’s Control Framework and Governance Structure is preferred.
• Strong problem-solving skills
• Good knowledge of MS office – Microsoft PowerPoint, Word, and Excel

 

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Come as you are! Trust is an inclusive and open-minded workplace. If you are smart and good at what you do, that’s what we care about. So come as you are. 😊

 

Trust is an equal opportunity employer. We prohibit discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trust are based on business needs, job requirements and individual qualifications, without regard to age, gender, physical ability, race, religion or belief, family or parental status, sexuality, or any other status protected by laws or regulations. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.