SVP of Leadership

2 weeks ago

Singapore DBS Bank Limited Full time
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:
  1. To achieve individual/team goals and targets
  2. To adhere to professional standards of behaviour and conduct in dealing with internal and external customers
  3. To proactively identify opportunities to improve the customer experience
  4. To share areas of improvement with CSOs and TMs to address any gaps in service delivery.
  5. To share areas of improvement with product managers and technical/product governance team as part of continuous process/product improvement.
  6. To be flexible in work deployment and projects when business needs arise
  7. 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
  8. To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Requirements:
  1. Minimum 5 years of customer service experience.
  2. Ability to clearly understand customers' needs and provide appropriate solutions accordingly
  3. Excellent written & verbal communication skills, ability to communicate with people of all levels
  4. Ability to communicate various changes in processes and promotions if any
  5. Ability to correspond to customers professionally
  6. Strong customer relations skills
  7. Ability to empathise and understand customer perspective
  8. 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
  9. Ability to adapt to changes in terms of product, process and systems

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