
Customer Relations Manager
4 days ago
We are seeking an experienced professional to manage customer escalations and complaints, governance of customer service issues, and lead guidance to customer relations managers and escalation specialists.
This role involves:
- Directly reporting to Deputy Head to achieve individual/team goals and targets.
- Manage customer escalations and complaints received by 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 governance of customer service issues, including investigation, listening and understanding customer needs, proposing solutions/alternatives, identifying process improvements or coaching needs, and leading/guiding to customer relations managers and L2 escalations specialists.
To be successful in this role, you will need:
- Minimum 5 years of frontline customer service experience with the ability to clearly understand customers' needs and provide appropriate solutions.
- Excellent written and verbal communication skills; ability to communicate with people at all levels.
- Ability to communicate process and promotional changes; strong customer relations skills; empathetic to customer perspectives.
- Strong case resolution skills; ability to complete promised actions/follow-ups to ensure needs are addressed.
- Collaborative team player; able to adapt to changes in product, process, and systems; knowledge of processes for Case Handling, Case Escalations, Call Backs, and Feedback Management;
We offer a competitive package including:
- Full-time employment
- Primary Location: Singapore - DBS Asia Central
- Industries: Banking, Financial Services, and Investment Banking
We are looking for someone who is proactive, results-driven, and has a passion for delivering exceptional customer experiences.
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