Managing and delivering personalised service to address CPF members' enquiries related to CPF schemes and services through various channels, including but not limited to calls (including video calls), counters, emails, and text messaging contact centres and service centres.
Creating good customer experience through effective service delivery, easy-to-use platforms and with an empathetic mindset.
Hands-On Experience: Gain valuable hands-on experience in customer service across diverse service channels.
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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
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Manage, track, attend, resolve Centralised Cooling System (CCS) issues inside HDB Dwelling Units
Work closely with cross functional teams and various stakeholders including customers, contractors, agencies and ensure effective execution of works and resolution of issues
Face and explain to customers on the process; and supervise works to ensure quality and quick resolution of the issues
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To consistently meet and exceed the Customer Centre targets set (KPIs) without compromising quality of service delivery
To ensure accuracy, timeliness and compliant for all customers’ requests. Utilize problem-solving skills to address and resolve customer complaints and concerns efficiently and professionally
Data Confidentiality and Data Breach prevention. Strict compliance in maintaining customer’s information securely especially with the high accessibility to customer’s sensitive information like Identity, Address, income status, Account holdings, Account transactions, Contact details as a customer service officer
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