About UOB
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.
About the Department
Job Responsibilities
- Review and assess escalations (SQMS/SOS) from VEMF/Inbound Department to identify, liaise and resolve customer issues completely and promptly.
- Ensure validity of each escalation prior to escalating out to BU/SU and ensure quality of escalation is maintained.
- Liaise with other Business Units (BU) / Stake Holders (SH) to acknowledge, follow-up on actions/feedback requested by customers through various Contact Centre touchpoints and contact customers to resolve requests/feedback promptly within the established service turnaround time.
- Ensures respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time
- Monitor BU/SH’s adherence to rules, regulations and procedures and escalate to respective senior management (when required).
- Handle complaints and ensure all callbacks to address customers’ issues are completed within the timeline promised to or requested by customer.
Job Requirements
- Minimum 4 years of experience as a universally trained Officer/manager in UOB Contact Centre.
- Good knowledge in banking/cards process, products and systems.
- Good written and spoken communication skills in English, with the ability to influence and persuade BU/SH and customers.
- Possess excellent telephone, strong interpersonal skills, resourceful and able to work independently and also as a team.
- A strong customer service mindset with good communication
Be a part of UOB Family
UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.
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