Officer, Specialist, Contact Centre, Consumer Banking

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble, and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability, and innovation. In T&O, we manage the majority of the Bank's operational processes and strive to delight our business partners through our multiple banking delivery channels.

Responsibilities

DBS Customer Centre is looking for enthusiastic and highly motivated problem solvers who are passionate about creating an innovative customer experience and building strong relationships with our customers. This position will be the first point of contact for our customers, engaging with them via phone call, email, social media, and chat.

• Provide one-stop service to respond to product and service inquiries experienced by customers via phone, live chat, offline messaging, and emails.
• Drive a successful customer experience by assisting at varied skill levels (from offline to online) to proactively implement inbound cross-buy initiatives.
• Meet individual scorecards for call volume, availability, service level, and customer satisfaction.
• Attract and retain customers by answering queries and providing suggestions that lead to short and long-term success.
• Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible.
• Report customer complaints and escalate issues when necessary to prevent potential churn.
• Maintain appropriate operational risk control and compliance in all aspects in accordance with DBS or regulatory standards and policies.
• No sales target is required.

Requirements

• Post-secondary education or above, preferably with a degree in any discipline.
• Experience in a call center or banking industry; good knowledge of credit card operations and banking services is an advantage.
• Customer-focused with excellent communication and interpersonal skills.
• Able to work in shifts, including weekends and public holidays.
• Good command of written and spoken English and Chinese; fluency in Putonghua is an advantage.
• Candidates with more experience will be considered for the role of Senior Customer Service Executive.

Job Details

Location: Two Harbour Square

Job: Customer Service

Schedule: Regular

Employee Status: Full time

Apply Now

We offer a competitive salary and benefits package, alongside the professional advantages of a dynamic environment that supports your development and recognizes your achievements.

We regret that only shortlisted candidates will be notified.