Digital Customer Engagement Executive (6mths Contract)

at  GXS Bank

ABOUT US:

We are living in exciting times. Technology is reshaping how we live and we want to use it redefine how financial services are offered, which is why Singtel and Grab are coming together. Singtel is Asia’s leading communications group connecting millions of consumers and enterprises to essential digital services while Grab is the leading technology company in Southeast Asia offering everyday services to consumers. Together, we have big dreams to unlock and financial inclusion for people in our region is just one. We want to build a digital bank with the right foundation - using data, technology and trust to solve problems and serve customers.

GET TO KNOW OUR TEAM:

Reporting into the Customer Service Operations head of the bank, the Customer Service operations team ensures the smooth operation of the bank’s contact centre, where customer support executives interact with the bank’s customers across different touch points. The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle focusing on quality, customer satisfaction and efficiency.

In this role, you provide real-time, human-assisted customer support across various channels, including voice, live chat, email, social media, and both Level 1 and Level 2 support. You will take care of customer enquiries and resolve issues while guiding them through the Digibank application. Additionally, you advocate for Digibank values and standards both personally and within your team.

The day-to-day activities :

• Provide quality customer support (24/7) through various channels including but not limited to Voice, Digital and Chat channels for our customers
• Provide 1st level investigation and timely escalations as required to respective teams to ensure proper root cause analyses, speedy resolution and customer satisfaction
• Gather feedback from customers, observe and highlight front-line issues such as application failure, transaction issues, product enquiries and clarifications etc. and report promptly to supervisor
• Monitor various company communication channels including call center, social media, web enquiries, etc. and respond appropriately in a timely manner

The must haves:

• Able to work on weekend and rotational shifts;
• At least 2 years working experience in any service industry;
• Experience in Customer Service/Contact Centre in banking/financial industry will be good advantage;
• Tertiary education, must possess at least a Diploma in any relevant field;
• Experience in Zendesk, Livechat and digital servicing channels will be an added advantage;