Toa Payoh - Customer Service Manager (Commercial Bank)

Job Description:

Our client is a well-established commercial bank and they are looking for a dedicated and customer-focused Customer Service Manager to oversee service delivery and enhance customer experience in their daily banking operations. The successful candidate will be responsible for managing a team of service representatives, ensuring high-quality customer interactions, and driving operational excellence.

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Key Responsibilities:

• Lead and manage the customer service team to deliver exceptional banking services and resolve customer inquiries efficiently.
• Develop and implement customer service strategies to enhance client satisfaction and loyalty.
• Monitor service performance, analyze feedback, and identify areas for improvement.
• Ensure compliance with banking regulations, policies, and service standards.
• Handle escalated customer issues and work towards prompt resolution.
• Collaborate with internal teams, including operations and sales, to optimize customer support processes.
• Provide training and development programs for service representatives to enhance service quality.
• Utilize data and CRM tools to track customer interactions and drive service improvements.

Requirements:

• Bachelor’s degree in Business, Finance, or a related field.
• Minimum 5-7 years of experience in customer service, with at least 3 years in a managerial role within retail banking.
• Strong leadership and team management skills.
• Excellent communication, problem-solving, and interpersonal skills.
• Proficiency in customer service tools and banking systems.
• Knowledge of banking regulations and compliance standards.

EA Licence No: 23S1615