Customer Service Specialist

1 month ago


Singapur, Singapore DBS Bank Full time

Business Function

DBS Bank's Group Technology and Operations (T&O) department is responsible for providing an efficient, nimble, and resilient infrastructure to support the bank's operations. Our team is committed to delivering high-quality services and solutions that meet the evolving needs of our business partners.

Responsibilities

(1) Role Overview

  • To provide exceptional customer service and build strong relationships with internal and external customers.
  • To respond to customer inquiries and resolve service requests related to Corporate Banking products in a timely and professional manner.
  • To collaborate with internal teams to resolve customer queries and ensure that Service Level Agreements (SLAs) are met.
  • To work closely with Operation Managers, product owners, and business stakeholders to identify areas for improvement based on customer feedback.

(2) Duties and Responsibilities

  • To own and resolve customer issues and enquiries from receipt to closure.
  • To review root causes, track internal follow-up, and ensure that issues are resolved on a permanent basis.
  • To fulfill SLA requirements and manage customer relationships.
  • To provide customer support and resolution to customers' production issues in a timely manner.
  • To review support and incident calls for root cause analysis.
  • To coordinate with vendors to resolve customer problems.
  • To update tracking spreadsheets, call logs, and incident reports for all implementation issues and customer enquiries.
  • To compile required statistics for reporting and perform other projects as assigned.

Requirements

  • Degree or diploma holder with experience in a customer-facing role is an added advantage.
  • Minimum 2-3 years of back-office experience in handling remittances, corporate loans, letter of credit, documentary collections, and trade financing is an added advantage.
  • Background in technical support with good listening and probing skills.
  • Confident in speaking to corporate clients and senior executives of large corporations.
  • Meticulous in documentation, decent level of multi-tasking skills, and excellent follow-up skills to juggle multiple cases.
  • A fast learner, resourceful, with good problem-solving ability and able to think creatively to provide solutions for customer issues.
  • Good communication skills in both written and verbal communication.
  • Proficient in MS Office, especially in Microsoft Word and Excel.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.



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