AVP, Customer Relations Manager, Customer Centre, Consumer Banking Group Operations – (WD70637)
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.
Primary Location
: Singapore-DBS Asia Hub
Job
: Customer Service
Schedule
: Regular
Employee Status
:
Full-time
:
Job Posting
: Nov 11, 2024, 4:18:16 AM
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