Customer Service Officer (On shifts)

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 hotline operates daily, from 9am to 9pm and is the key point of contact for our customers on their queries with regards to the company’s products and services.

As part of this team, the candidate will contribute significantly to the overall service experience of our customers by delivering excellent service in a prompt and professional manner via the various communication channels available.

Key Responsibilities

• Handle and resolve all customer queries received via phone, chats and email effectively and professionally
• Where 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
• Proactive escalate query trends or potential issues to team lead/manager
• Perform other assigned duties and/or project work

Requirements

• Minimum qualification of Diploma-holder with 2-3 years of relevant contact centre /customer servicing 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
• Shift work required (Including weekends, between 9am to 9pm)

Network for Electronic Transfers (Singapore) Pte Ltd.