Customer Service Specialist
1 month ago
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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