Contract Customer Service Officers, Customer Service Hub (CSH), Group COO

Role Overview

Deliver high-quality one-stop service by addressing customers’ banking needs, resolving issues across all communication channels, and promoting the bank’s products and services through the DBS Digital Way. This role requires excellent communication skills, attention to detail, and a strong understanding of banking procedures and regulations.

Key Responsibilities

• Consistently meet and exceed Customer Centre targets (KPIs) without compromising service quality.
• Ensure accuracy, timeliness, and compliance for all customer requests. Use problem-solving skills to address and resolve customer complaints and concerns efficiently and professionally.
• Leverage generative AI tools to personalize customer interactions and draft accurate responses.
• Maintain data confidentiality and prevent data breaches. Strictly comply with safeguarding customer information, including identity, address, income status, account holdings, account transactions, and contact details.
• Handle a wide suite of banking products and services, especially in a high-stress environment managing time-sensitive requests such as scams, frauds, complaints, and publicly noticeable incidents.
• Cross-sell the bank’s products and services.
• Migrate customers to the bank’s digital platform by understanding customers’ needs and preferences.
• Adhere to professional standards of behavior and conduct when dealing with customers and fellow Customer Service Officers (CSOs).
• Demonstrate flexibility to support business needs, including rotating shifts (with weekends and public holidays).
• Support and protect the DBS brand by fostering positive discussions in social media communities and ensuring message consistency across online platforms.
• Support Operations in managing and resolving requests related to customer follow-ups and transactional request fulfilment and investigation (Fulfilment Team).

Requirements

• Minimum a degree or diploma; experience in a Contact Centre or banking industry is preferred.
• Good listening skills, empathy, and adaptability.
• Strong ability to think creatively to solve customer needs and make banking “joyful.”
• Patient, calm, and passionate about championing service excellence.
• Ability to manage emotions and stay composed when dealing with demanding, difficult, or insistent customers; use positive language to manage customers.
• Ability to multi-task and handle different banking systems.
• Meticulous and resourceful.
• Good communication skills in both written and verbal communication.
• Ability to work rotating shifts, including weekends and public holidays as required.

Contract Details

• Contract duration: 1 year under Third Party Agency Vendor.

Location, Job, Schedule, and Employment Status

• Location: DBS Asia Hub
• Job: Customer Service
• Schedule: Temporary (Fixed Term)
• Employee Status: Full time