Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures.
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 be flexible in work deployment and projects when business needs arise
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
To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery
Directly reporting to the Team Lead, Customer Relations
Working relationship with Operations and Support staff within the Centre, Business partners and Senior Management
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 5. Strong customer relations skills
Ability to empathize 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
Requires 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
