Call Centre Officer

1 week ago

Singapore TOSS-EX PTE. LTD. Full time

**Call Centre Officers / CCTR Officers (36 Headcounts)**

We have received industry recognitions for customer service excellence and innovation, with numerous wins in the CCAS (Contact Centre Association of Singapore) Regional Contact Centre Awards. Most notably, we won 6 Golds and 2 Silvers in the "Best In-House Contact Centre (Above 100 seats)" category alone over the past 8 years of participation

**Our Vision**
To be a **World Class Customer Centre **, delivering a RED and joyful digital banking experience for our customers and employees.

**JD**:
To consistently meet the Customer Centre targets set (KPIs) without compromising quality of service delivery
- To ensure accuracy and compliant for all customers’ requests
- To successfully cross-buy the Bank’s products and services
- To successfully migrate customers to Bank’s digital platform by understanding customers’ wants and needs
- To adhere to professional standards of behaviour& conduct in dealing with customers & fellow CSOs.
- Flexibility in work deployment when business needs arise
- Support and protect the DBS brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms
- Support Operations in managing and resolving requests related to customers’ follow up and transactional request fulfilment. (Fulfilment Team) ensure message consistency across the different online platforms

**Minimum Educational level**:
1) Diploma & Degree holders

2) ITE NITEC holders with relevant Bank/ non-Bank experience of at least 2 years

**Experience bucket**:
1)Bank CCTR exclude Trust Bank >= 1 year (not-accumulative)

2)Non-Bank CCTR & Trust Bank >= 2 years (not accumulative)

3)Banking Customer Service experience >= 2 years (not accumulative)

4)Customer Service experience >= 5 years (not accumulative)

5)Non-Customer Service experience

6)Fresher (Diploma or University only)

**CCTR Hiring (CV Screening and Submission)**

4. Experience and Education level (with year of attainment) to be placed on top of CV for ease of CV screening

**Reject CV profiles include**:
1) Short job stints (less than 1 year)

2) Irrelevant/ No CS experience; including Banking non-CS

3) Desk-bound call taking (not in CCTR setting e.g. reception, admin etc)

4) Ex-DBS staff/ SOWs with negative rehire verbatim

5) Attending Part-time/ night courses which requires physical attendance

Others:
Trust Bank -classified as non-Bank CCTR as this is not a full-pledged Bank (only offer Savings a/c, Insurance & Credit Card).

**Shift Type and Shift Time**:

- No choosing of shift hours - roster decided by manager
- Need to be flexible and open to work in Sunday and Public Holiday
- Off days will be given 1 weekday, 1 weekend

**CCTR Hiring (Training)**

1. First day of training is conducted at DBS Asia Hub (Changi) every Tuesday

2. Training lasts 2 to 2.5 months

3. New hires will be given training schedule on Day 1 of joining. They have to be flexible during training period and training location (DAH or DAG) cannot be chosen.

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