About this role
Role Overview:
• Manage customer escalations on Scam and Fraud Dispute related calls from front liners, identify opportunities and propose ideas/needs for process improvements and coaching.
• Responsible for end-to-end management of customer service issues, including investigation, listening and understanding customer’s needs, proposing solutions/alternatives to customer issues and identifying process improvements or coaching needs.
• Responsible for end-to-end management of scam and dispute related escalations with end to end empathetic serving from front liners through in-depth analysis using specialist tools and knowledge.
• Responsible for cross-supporting different SSS functions.
Role Responsibilities:
• To achieve individual goals and performance 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.
Requirements:
• At least 2 years of frontline customerv service experience in Banking contact centre.
• Ability to clearly understand customers’ needs and provide appropriate solutions accordingly.
• Excellent written and verbal communication skills, and ability to communicate to people from all levels.
• Ability to communicate various changes in processes and promotions if any.
• Ability to correspond to customers and internal stake holders professionally.
• Strong customer relations and analytical skills.
• Ability to empathize and understand customers’ perspectives.
• Strong case resolution skills-ability to complete promised action/follow-up to ensure customers’ 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.
Location: DBS Asia Hub Job: Customer Service Schedule: Regular Employee Status: Full time