Customer Service (Platform Specialist) (Banking, in-house) (1-year contract)
About the role
As a Customer Service (Platform Specialist) on a 1-year contract, you will be responsible for providing exceptional customer service to clients in the banking industry. This exciting full-time opportunity is based in Raffles Place, in the Central Region.You will utilize your expertise in customer service and your strong understanding of banking platforms to assist clients and ensure their satisfaction.
What you'll be doing- Build and Maintain Knowledge Management Framework
o Design and implement a comprehensive Knowledge Management (KM) strategy to support customer service operations & bank processes
o Create a centralized knowledge base (KB) to house all key processes, FAQs, troubleshooting guides, and compliance information.
o Establish KM governance policies, ensuring knowledge accuracy, relevance, and regular updates.- Collaboration with Cross-Functional Teams
o Partner with training team to align KM content with onboarding and continuous learning programs.
o Collaborate with compliance and process teams to ensure KM materials meet regulatory and operational standards.- Enhance Customer Service Effectiveness
o Equip customer service agents with up-to-date and actionable knowledge to resolve queries efficiently.
o Design self-service solutions by identifying common customer queries and developing user-friendly articles or guides.
o Track and analyze KM usage and adoption metrics to refine and enhance the repository.
o Perform UAT and testing of various system when required.- Ensure Content Quality and Accessibility
o Develop and maintain a standardized format for all KM articles to ensure consistency and readability.
o Implement a tagging and categorization system to enable quick access to information.
o Regularly audit content for accuracy, redundancy, and relevance, addressing gaps as needed.- Drive Continuous Improvement
o Monitor customer and agent feedback to identify areas for improvement in KM resources.
o Stay updated on industry best practices and emerging KM technologies to enhance the system’s effectiveness.
o Conduct training sessions to increase KM adoption among agents and ensure optimal utilization.
What we're looking for- Diploma / Degree from a recognized institution with experience in working in financial sector (Banking experience preferred)
- Self-motivated and proactive team player with good interpersonal skills to communicate with different stakeholders.
- Good analytical skills to solve issues and attention to details.
- Fluent in both English and Mandarin due to the customers and stakeholders are majority Mandarin speakers
- UAT & Knowledge management update preferred
- Ability to draw flows and prepare clear materials
- Only shortlisted candidates would be contacted. Thank you for your understanding