Job Description
Role Overview:
- Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures.
- 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:
- 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 be flexible in work deployment and projects when business needs arise
- 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
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery
- Directly reporting to the Team Lead, Customer Relations
- Working relationship with Operations and Support staff within the Centre, Business partners and Senior Management.
Requirements:
- Min 5 years of frontline customer service experience.
- 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
- Ability to correspond to customers professionally 5. Strong customer relations skills
- Ability to empathize 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
- Requires all product knowledge as specified for Customer Service Officer in the centre
- Knowledge of the processes outlined for a. Case Handling b. Case Escalations c. Call Backs d. Feedback Management
