Full-timeCustomer service· Posted 22 Sept

Analyst/ Associate, Customer Service Officer, Customer Centre, Group CSH, Group COO

DBS BankFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

EWDTExpoDBS Asia Hub

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role sits in the Customer Centre team within Group CSH under the Group COO office, based at DBS Asia Hub in eastern Singapore. You will deliver one-stop banking service across all communication channels, handling enquiries and issues while promoting the bank's products and services digitally. It suits someone who stays composed under pressure, communicates well and is comfortable with banking procedures and regulations.

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What you'll do

Meet and exceed Customer Centre KPIs while keeping service quality high
Ensure all customer requests are accurate, timely and compliant
Use problem-solving to resolve complaints and concerns efficiently and professionally
Maintain data confidentiality and prevent data breaches when handling sensitive customer information such as identity, address, income status, account holdings, transactions and contact details
Handle a wide range of banking products and services, including time-sensitive cases like scams, frauds, complaints and publicly noticeable incidents
Cross-sell the bank's products and services
Migrate customers to the bank's digital platform by understanding their wants and needs
Adhere to professional standards of behaviour and conduct with customers and fellow officers
Work a rotating shift schedule including weekends and public holidays, with flexibility in deployment as business needs arise
Support the brand through positive social media discussions and consistent messaging across online platforms
Support Operations with follow-up, transactional request fulfilment and investigation (Fulfilment Team)

Requirements

Degree or diploma
Contact centre or banking experience preferred
Good listening, empathy and adaptability skills
Creative problem-solving to assist customers
Patient, calm and passionate about service excellence
Able to stay emotionally and mentally composed with demanding or difficult customers

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Analyst/ Associate, Customer Service Officer, Customer Centre, Group CSH, Group COO

About the role

What you'll do

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Requirements

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