Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO

6 days ago

DBS Asia Central Singapore at DBS Full time $60,000 - $120,000 per year
Senior 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 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.

-en Primary Location: Singapore-DBS Asia Central Job: Customer Service Schedule: Regular Employee Status: Full-time : Job Posting: Sep 9, 2025, 3:09:39 AM

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