VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO
3 days ago
Role Overview: 1. Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures. 2. 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: 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 be flexible in work deployment and projects when business needs arise 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 To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery. Requirements: Minimum 5 years of 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 8. 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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Singapore DBS Bank Full timeOverview Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO – DBS
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Singapore DBS Bank Full timeOverview Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO – DBS
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Singapore DBS Bank Full timeVP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO Overview Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures. Responsible for end-to-end management and governance of customer service issues, including investigation, listening and understanding customer’s needs,...
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DBS Asia Hub, Singapore at DBS Full time $104,000 - $130,878 per yearVP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO - (WD Role Overview: 1. Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures. 2. Responsible for end-to-end management and the governance of customer service issues, including investigation, listening and...
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VP, Operations Team Head, CBGO, Group COO
4 weeks ago
Singapore DBS Bank Full timeVP, Operations Team Head, CBGO, Group COO Join to apply for the VP, Operations Team Head, CBGO, Group COO role at DBS Bank Business Function Maintaining operational efficiency and delivering high-quality service within the Deposits & Unsecured Lending Operations department. Responsibilities Oversee and manage the day-to-day operations of the Consumer...
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Singapore DBS Bank Full timeOverview Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO – DBS Bank. This role involves managing customer escalations and complaints, governance of customer service issues, and leading guidance to customer relations managers and escalation specialists to identify opportunities for process improvements and coaching....
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DBS Asia Central, Singapore at DBS Full time $60,000 - $120,000 per yearSenior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO - (WD 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...
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DBS Asia Hub, Singapore at DBS Full time $120,000 - $240,000 per yearVP, Change Management and Learning Manager, Customer Centre, CBGO, Group COO - (WD Develops and implements strategy to designing, implementing and delivering end to end strategies that build organizational capability and drive successful adoption of change. This includes enhancing user experience across the different touchpoints in Customer Centre. Drive...
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DBS Asia Central, Singapore at DBS Full time $120,000 - $150,000 per yearAVP, Customer Centre Team Manager, CBGO, Group COO - (WD Role Overview:To lead, coach & manage a team of Customer Service Officers (CSOs) To monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and teamwork Managing daily operations, coaching and developing team members and...
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Singapore DBS Bank Full time $90,000 - $120,000 per yearRole Overview: 1. Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures. 2. 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...
