Call Centre Customer Service Specialist (Retail Banking - Non-sales role)

About the role We are seeking a Customer Service Advisor to join our dynamic call centre team serving a leading client in the banking sector. In this full-time role based in the North-East Region , you will be responsible for providing exceptional customer service and support to our clients' customers through a range of communication channels. Training Programme Details • There will be an initial 5-weeks paid training programme whereby you will be required to pass a On the Job Training, Role-Play, Theory Assessment (on different banking products/services/CRM System Usage/Business Processes) in order to be posted to your work teams (2 attempts given). • Minimum attendance required (95%) in order to pass the training programme. Shift Timing (Weekend shift) • Working hours: 5 working days, 1 rest day and 1 off day per week / 42.5 hours per week • Staggered shift hours: 8.5 working hours between 7AM to 10PM + 1-hour meal break in between • Rest day and off day: Scheduled by client (1 weekday + 1 weekend, non-consecutive) • Or otherwise advised by the client What you'll be doing • Respond to inbound customer enquiries and requests via phone, email and chat in a professional and efficient manner. • Inbound call handling for Bank's Accounts Servicing campaigns, products enquiries and helpdesk enquiries. • Assist customers with a variety of banking-related tasks such as account management, product information, and troubleshooting. • Customer Fulfillment follow through on case handling and with customers. • Ensure bank's compliance and control standards are observed and met in the execution of customers’ enquiries, transaction requests and maintaining confidentiality of Bank and customers’ information. What we're looking for • Candidates without relevant experience are welcomed to apply. • Although preferred, previous experience in Call Centre, a financial services or Fraud setting is not essential. Our dedicated onsite Training team will provide you with a specifically designed training programme and support in your new role; and to enable you to develop and provide ongoing training for all team members. • Possess a positive mindset with a “CAN-DO” attitude a and passion to deliver quality customer service. • Possess good comprehension, communication, interpersonal skills and work etiquette. • Possess good command of written and spoken English. • Good analytical skills; passion for working and is good in working with numbers. • Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment. • Passion for working, responsible and with good working attitude. • Proficient in PC skills including MS Office applications. • Ability to work on staggered/rotational shifts including weekends and Public Holidays.