Customer Relations Manager Lead
4 days ago
**Role Overview:**
- Manage customer escalations and complaints received by CEO Office, Senior Management, 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 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:**
- Directly reporting to Deputy Head of Customer Relations 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:**
- Min 5 years of frontline customer service experience with the 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.
- 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.
- Knowledge of the processes outlined for a. Case Handling b. Case Escalations c. Call Backs d. Feedback Management.
- Knowledge in handling these systems a. Relevant bank systems.
DBS Bank Limited is looking for a skilled professional to lead the customer relations team. The ideal candidate will have strong leadership skills, excellent communication skills and experience in customer service.
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