AVP, Senior Customer Relations Manager, Customer Centre, Consumer Banking Group Operations

AVP, Senior Customer Relations Manager, Customer Centre, Consumer Banking Group Operations – (WD71742)

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:

  • 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.
  • 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
  • Ability to correspond to customers professionally
  • 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

Primary Location

: Singapore-DBS Asia Hub

Job

: Customer Service

Schedule

: Regular

Employee Status

Full-time

Job Posting

: Jan 14, 2025, 12:00:00 AM

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