DBS Bank

Regional bank offering digital banking

Officer – Specialist - Contact Centre, Consumer Banking

Customer SupportUpdated on Nov 12

Full-timeKwun Tong, Hong KongNo salary listedIn-person

About the Job

Requirements

Post-secondary qualification or above is required; a degree in any discipline is preferred.
Experience in a call centre or banking industry, good knowledge of credit card operations, and banking services are advantageous.
Able to work shifts on weekends and public holidays.
Good command of written and spoken English and Chinese is required; fluency in Putonghua is an advantage.
Candidates with more experience may be considered for Senior Customer Service Executive.

Responsibilities

Provide one-stop service by responding to customers' product and service enquiries by phone, live chat, offline messaging, and email.
Assist customers at varied skill levels, from offline to online, and proactively implement inbound cross-buy initiatives to drive a successful customer experience.
Meet individual scorecard measures for call volume, availability, service level, and customer satisfaction.
Attract and retain customers by answering queries and providing suggestions that support short- and long-term success.
Collaborate with teammates to solve customer issues as quickly and efficiently as possible.
Report customer complaints and escalate issues when necessary to prevent potential churn.
Maintain appropriate operational risk control and compliance in accordance with DBS or regulatory standards and policies.
No sales target is required.

Desired Qualifications

Fluency in Putonghua is an advantage.

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

DBS Customer Centre is looking for enthusiastic and highly motivated problem solvers who are passionate about creating an innovative customer experience and building strong relationships with our customers. This position will be the first point of contact for our customers and engage with them on phone call, email, social media and chat.

Provide one-stop service to respond product and service enquiries that customers are experiencing by phone, live chat , offline messaging and emails
Drive a successful customer experience by assisting at varied skill levels (from offline to online) to implement inbound cross-buy initiatives proactively
Meet individual scorecard for call volume, availability, service level and customer satisfaction
Attract and retain customers by answering queries and providing suggestions that lead to short and long-term success
Work collaboratively with teammates to solve customer issues as quicky and as efficiently as possible
Report customer complaints and escalate issues when necessary to prevent potential churn
Maintain appropriate operational risk control and compliance in all aspects in accordance with DBS or regulatory standard and policies
No sales target is required

Requirements

Post secondary or above, preferably degree holder in any disciplines
Experience in call centre or banking industry, good knowledge of credit card operations and banking services is an advantage
Customer-focused with excellent communication and interpersonal skills
Able to work in shifts on weekends and public holidays
Good command of written and spoken English and Chinese, fluency in Putonghua is an advantage
Candidates with more experience will be considered as Senior Customer Service Executive

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.

Location:

Two Harbour Square

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time

About the Company

DBS Bank

Regional bank offering digital banking

DBS Bank provides banking and financial services in Singapore and Southeast Asia, including personal and business banking, loans, deposits, wealth management, and payments. It serves customers through a network of branches and a digital platform that lets people open accounts, transfer funds, borrow, and invest via online and mobile apps. The bank differentiates itself with government-backed origins, rapid regional growth, a strong emphasis on digital banking, and a broad mix of consumer, corporate, and wealth services. Its goal is to be a leading, trusted financial services provider in Asia, supporting customers and economies with reliable banking and sustainable growth.

Company size: 10,001+
Company stage: IPO
Headquarters: Singapore, Singapore
Founded: 1968

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