VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO

DBS Bank

  • Singapore
  • Permanent
  • Full-time
  • 7 hours ago
Role Overview:1. Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures.2. 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.
Requirements: * Minimum 5 years of 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 8. Collaborate with colleagues and work as part of a team
  • Ability to adapt to changes in terms of product, process and systems

DBS Bank