Associate, Customer Relations Manager, Customer Relationship & Quality Management, Call Centre, Technology & Operations Associate, Customer Relations Manager, Customer  …

DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Singapore
Permanent, Full time
Be the first to apply
Competitive
Associate, Customer Relations Manager, Customer Relationship & Quality Management, Call Centre, Technology & Operations
Business Function
Group 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 Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Role Overview:
1. Manage customer escalations on service issues, identify opportunities and propose ideas/needs for process improvements and coaching
2. Responsible for end to end management of customer service issues, including investigation, listening and understanding customer's needs, proposing solutions/alternatives to customer issues and identifying process improvements or coaching needs
Key Accountabilities & Responsibilities:
1. To achieve individual goals and targets
2. To adhere to professional standards of behaviour and conduct in dealing with internal and external customers
3. To proactively identify opportunities to improve the customer experience.
4. To share areas of improvement with CSOs and TMs to address any gaps in service delivery.
5. To review the calls of customers with the CSOs to identify gaps.
Work Relationship:
1. Directly reporting to the Deputy Head of Customer Relations
2. Working relationship with Operations and Support staff within the Centre as well as from other Business Units
Candidate Requirements:
  • Diploma or Degree Holder
  • 2. At least 2 years of frontline service experience
  • Ability to clearly understand customers' needs and provide appropriate solutions accordingly
  • Excellent written and verbal communication skills, and ability to communicate to people from all levels
  • Comfortable to work on rotational shift working hours (latest timing 2-11pm) including weekends and public holiday
  • Ability to speak English fluently and understand Mandarin is an advantage
  • Ability to communicate various changes in processes and promotions if any
  • Ability to correspond to customers professionally
  • Strong customer relations skills
  • Ability to empathise and understand customers' perspectives
  • Strong case resolution skills-ability to complete promised action/follow-up to ensure customers' needs are addressed
  • 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
  • Knowledge in handling these systems:
  • a. Relevant bank systems.
    b. Fluent in MS office applications
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