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

: Regular

Full-time

: Nov 11, 2024, 4:18:16 AM

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