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

Role Overview:

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

Key Responsibilities:

• To consistently meet and exceed the Customer Centre targets set (KPIs) without compromising quality of service delivery

• To ensure accuracy, timeliness and compliant or all customers’ requests. Utilize problem-solving skills to address and resolve customer complaints and concerns efficiently and professionally

• Leverage on generative AI tools to personalize customer interactions and draft accurate responses.

• Data Confidentiality and Data Breach prevention. Strict compliance in maintaining customer’s information securely especially with the high accessibility to customer’s sensitive information like Identity, Address, income status, Account holdings, Account transactions, Contact details as a customer service officer

• Ability to handle wide suite of Banking products and services, especially in a highly stressful environment managing time sensitive request like Scams, Frauds, Complaints and Publicly Noticeable Incidents.

• To successfully cross-buy the Bank’s products and services

• To successfully migrate customers to Bank’s digital platform by understanding customers’ wants and needs

• To adhere to professional standards of behavior & conduct in dealing with customers and fellow CSOs.

• Flexibility in work deployment when business needs arise. Ability to work a rotating shift schedule, including weekends and public holidays

• Support and protect the DBS brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms

• Support Operations in managing and resolving requests related to customers’ follow up and transactional request fulfilment and investigation. (Fulfilment Team)

Requirements:

• Min a degree or diploma, experience in a Contact Centre or banking industry is preferred

• Good listening skills, Empathy skills and Adaptability skills

• Constantly thinking out of the box solution to assist customer and making banking joyful

• Patient, calm and passionate in championing service excellence

• Able to self-control emotionally and mentally in times when customer is demanding, difficult and insistent. Ability to use positive language to manage customer

• Ability to multi-task and handle different Banking systems.

• Meticulous and resourceful

• Good communication skills in both written and verbal communication

• Ability to work on rotating shifts/ weekends/ PH as part of role requirement.

• Contract duration: 1 year under Third Party Agency Vendor

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