Customer Service Counter Officer

The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain. 
 

The Group operates Singapore’s national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 130,000 acceptance points in the country as well as online payments.

Position Summary

The NETS Customer Service Counter operates from 8.30am to 6.00pm, Monday to Friday (except public holidays) and is the key point of contact for our customers regarding their queries on the company’s products and services. The candidate will be responsible for assisting customers in person at the service counter.

As part of the team, this position will play a key role in delivering a positive customer experience for our customers by providing excellent service in a prompt and professional manner.

Key Responsibilities

• Handle and resolve all customer queries received over the counter effectively and promptly
• Where a first call resolution is not possible, follow up closely with internal parties for required resolution and ensure cases are closed promptly
• Ensure that customer interactions are logged clearly and accurately into CRM system
• Achieve individual and team goals
• Proactively escalate query trends or potential issues to team leader/manager
• Perform other assigned duties and/or project work

Requirements

• Minimum qualification of Diploma-holder and/or 2-3 years of relevant customer service experience
• Proficiency in local languages/dialects will be an advantage
• Excellent verbal and written communication skills
• Strong problem-solving skills with the ability to identify root causes and pursue effective solutions
• Able to work independently and as part of a team
• Possess patience, empathy and able to perform well under pressure
• Fast learner, able to quickly pick up a constantly evolving variety of products and services 

Network for Electronic Transfers (Singapore) Pte Ltd.