Job Description

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
  a. Case Handling
  b. Case Escalations
  c. Call Backs
  d. Feedback Management
• Knowledge in handling these systems
  a. Relevant bank systems.
  
  

Job Requirements