Customer Service Representative

About the Role

Novel Financial Solutions Pvt Ltd is seeking a Customer Service Representative, also known as a Digital Ambassador, for a contract role based in Singapore. This client-facing position is crucial for enhancing the customer's banking experience by providing proactive assistance and guiding them towards digital solutions. The ideal candidate will be passionate about technology, customer-centric, and knowledgeable about current banking products and services. This role is instrumental in promoting digital adoption and cashless transactions to boost efficiency and customer satisfaction.

Key Responsibilities

• Offer timely and friendly support to customers regarding general banking inquiries, services, products, and digital platforms.
• Direct customers to utilize self-service options on digital channels such as the mobile banking app, online portal, and ATMs.
• Resolve common digital banking issues and escalate more complex problems to the relevant departments.
• Proactively engage with customers to understand their banking needs and identify opportunities for them to adopt digital services.
• Educate customers on the advantages and features of the bank's digital platforms, including online banking, mobile banking, and cashless payment solutions.
• Assist customers with setting up and initially using digital banking services to ensure a smooth onboarding process.
• Encourage and guide customers towards using cashless payment methods where appropriate, highlighting their convenience and security.
• Maintain up-to-date knowledge of the bank's latest products, services, and digital offerings.
• Actively learn about new features and updates on digital platforms to effectively communicate them to customers.
• Recommend suitable digital alternatives or banking solutions based on individual customer needs.
• Participate in training sessions to enhance product knowledge and digital proficiency.
• Build and maintain strong, positive customer relationships through excellent service.
• Collect customer feedback on digital platforms and services to aid in continuous improvement.
• Identify opportunities for cross-selling or upselling banking products and services by understanding customer needs and referring them to specialists.

Qualifications and Skills

• Possess a high school diploma or equivalent.
• Previous experience in a customer service capacity is required. Experience with digital platforms and technology support within a banking or financial institution is highly advantageous.
• Exhibit excellent interpersonal and communication skills, with the ability to simplify complex technical information.
• Demonstrate strong problem-solving capabilities and a proactive approach to customer service.
• Be tech-savvy with a keen interest in digital trends and innovation.
• Ability to work effectively both independently and as part of a team in a dynamic environment.
• Maintain a customer-centric mindset with a dedication to assisting others.
• Bilingual proficiency may be beneficial in serving a diverse customer base.

Additional Information

• Location: Singapore – Orchard or ASQ
• Duration: Until May 20, 2027
• Workdays: 5 days per week
• Work Hours: 9:00 AM to 6:00 PM on Weekdays
• This role typically operates within a wealth hub environment, involving remote or face-to-face customer interaction.