Senior Associate, Customer Relations Manager, Customer Centre, CBGO, Group COO
4 days ago
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.
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