CLIENT SERVICE EXECUTIVE (HSA)

Your tasks

Job Description & Requirements As a member of our Client Service Team, you will be the professional and client-centric voice of Experian Credit Services Singapore, addressing enquiries, feedback, and disputes about our products and services through all communication channels (Emails, Calls and In-person). You will provide solutions in ways that best meet our customers’ requirements in accordance with our organization’s best practices and deliver best-in-class service experience to our customers. Areas of work include Customer Care Support, Disputes Management and Lead Qualification.

What you’ll be doing

• Establish and maintain thorough knowledge of company’s products, processes, and systems.

• Provide best-in-class service experience to customers through effective handling of all enquiries, feedback, and disputes in a timely and professional manner within committed service-level-agreement (SLA) via Emails, Calls and In-person.

• Understand customer requirements, qualify, and generate leads or provide direct product recommendations, through prompt and effective communication and collaboration with different cross functional teams.

• Achieve or exceed hard targets and objectives (e.g: Service Quality Rating).

• Provide support in system upgrade, product launches or Business Continuity Plan (BCP) which may take place during non-operational hours/days, as required.

• Assume any report or task assigned that are relevant to customer service.

Requirements

We are looking for a self-driven, accountable, assertive team-player with a can-do-attitude and relevant experience in Customer Service to succeed in this role. The ideal candidate must have worked in MNC / financial institutions and has demonstrated track records to overcome the complexities of working in a fast-paced and challenging environment.

What you’ll need to bring to the party

• Minimum 2 years of experience in customer service and dispute management via a corporate setup

• Strong sense of client-centricity and ability to connect with diverse client profiles (both B2C and B2B)

• Professional interpersonal and communication skills (Emails, Calls and In-person)

• Excellent situational-handling skills and ability to thrive in a fast-paced environment

• Proactive and committed with a positive learning attitude

• Proven ability to excel both independently and as part of a team

• Bilingual candidate (English & Mandarin) is preferred

• Diploma/Degree in business or relevant studies is preferred

• Familiarity with Singapore business landscape is preferred

Other

• Office-based with adherence to Heightened Security Area (HSA) measures where access to mobile phone and all other recording devices in restricted office working zone is not allowed.