Role Overview
- Manage customer escalations and complaints received by CEO Office, Senior Management, regulatory bodies such as MAS, ABS, FIDReC etc on service issues, identify opportunities and propose ideas/needs for process improvements and coaching
- Responsible for end to end management and the governance of customer service issues, including investigation, listening and understanding customer's needs, proposing solutions/alternatives to customer issues, identifying process improvements or coaching needs and to lead and render guidance to customer relations managers and L2 escalations specialists.
Key Responsibilities
- Directly reporting to Deputy Head of Customer Relations to achieve individual/team goals and targets
- To adhere to professional standards of behaviour and conduct in dealing with internal and external customers
- To proactively identify opportunities to improve the customer experience
- To share areas of improvement with CSOs and TMs to address any gaps in service delivery
- To share areas of improvement with product managers and technical/product governance team as part of continuous process/product improvement
- To review the calls of customers with the CSOs to identify gaps
- To be flexible in work deployment and projects when business needs arise
- To ensure usage of joyful yet professional language to create an approachable experience in social media platforms
- Serve as DBS's brand ambassador by demonstrating professionalism, strong knowledge on products and services, and optimizes every opportunity to exceed customer expectations with each response
- Collaborate with GSMC to streamline response to posts
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery
Requirements
- Min 5 years of frontline customer service experience with the ability to clearly understand customers needs and provide appropriate solutions accordingly
- Excellent written & verbal communication skills, ability to communicate with people of all levels
- Ability to communicate various changes in processes and promotions if any
- Strong customer relations skills
- Ability to empathise and understand customer perspective
- Strong case resolution skills-ability to complete promised action/follow-up to ensure customer's needs are addressed
- Collaborate with colleagues and work as part of a team
- Ability to adapt to changes in terms of product, process and systems
- Knowledge of the processes outlined for
- Case Handling
- Case Escalations
- Call Backs
- Feedback Management
- Knowledge in handling these systems
- Relevant bank systems
Primary Location
Singapore-DBS Asia Hub
Job
Customer Service
Schedule
Regular
Job Type
Full-time
Job Posting
Nov 10, 2024, 10:18:16 PM
