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

4 weeks ago

Singapur, Singapore DBS Bank Full time

Overview

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.

Responsibilities
  • Directly reporting to Deputy Head of Customer Relations to achieve individual/team goals and targets.
  • 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 governance of customer service issues, including investigation, listening and understanding customer needs, proposing solutions/alternatives, identifying process improvements or coaching needs, and leading/guiding to customer relations managers and L2 escalations specialists.
  • Adhere to professional standards of behaviour and conduct in dealing with internal and external customers.
  • Proactively identify opportunities to improve the customer experience and share areas of improvement with CSOs, TMs, product managers, and technical/product governance teams as part of continuous process/product improvement.
  • Review customer calls to identify gaps; ensure language is joyful yet professional on social media platforms; act as DBS brand ambassador with strong product knowledge and customer service focus.
  • Collaborate with GSMC to streamline response to posts; consistently meet and exceed customer centre KPIs without compromising on quality of service delivery.
Requirements
  • Minimum 5 years of frontline customer service experience with the ability to clearly understand customers’ needs and provide appropriate solutions.
  • Excellent written and verbal communication skills; ability to communicate with people at all levels.
  • Ability to communicate process and promotional changes; strong customer relations skills; empathetic to customer perspectives.
  • Strong case resolution skills; ability to complete promised actions/follow-ups to ensure needs are addressed.
  • Collaborative team player; able to adapt to changes in product, process, and systems; knowledge of processes for Case Handling, Case Escalations, Call Backs, and Feedback Management; relevant bank systems.
Details
  • Primary Location: Singapore - DBS Asia Central
  • Job Type: Full-time
  • Job Function: Customer Service
  • Industries: Banking, Financial Services, and Investment Banking
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