Customer Service Leader, Banking Operations

4 days ago

Singapore DBS Bank Limited Full time
Company Overview: DBS Bank Limited is a leading financial services group in Asia. Our mission is to be the Asia's greatest bank.

Job Description: We are seeking an experienced Customer Service Leader to join our Consumer Banking Group Operations team. The ideal candidate will have a proven track record of managing customer escalations and complaints, as well as identifying opportunities for process improvements and coaching.

Responsibilities: As a Customer Service Leader, you will be responsible for end-to-end management of customer service issues, including investigation, listening, and understanding customer needs. You will propose solutions or alternatives to customer issues, identify process improvements, and lead and guide customer relations managers and L2 escalation 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: To succeed in this role, you will need:
  • 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.

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