Customer Service Executive - Consumer Banking Contact Centre

About the role

DBS is recruiting a Customer Service Executive for its Contact Centre within Consumer Banking Operations, based at Two Harbour Square in Kwun Tong. The role is the first point of contact for customers, engaging them by phone, email, social media and chat. It is a regular, full-time position with no sales target.

Key responsibilities

• Provide one-stop service responding to product and service enquiries, including securities trading orders, IPO applications and credit card and consumer banking enquiries.
• Assist customers across skill levels to drive inbound cross-buy initiatives.
• Meet individual targets for call volume, availability, service level and customer satisfaction.
• Answer queries and give suggestions that help customers succeed in the short and long term.
• Work with teammates to resolve issues quickly and efficiently, report complaints and escalate issues to prevent churn.
• Maintain operational risk control and compliance in line with DBS and regulatory standards.

Required profile

• Post-secondary education, preferably a degree; candidates with more experience will be considered for a Senior Customer Service Executive role.
• Qualified to carry out investment-regulated activities (Types 1 and 4) under the Securities and Futures Ordinance.
• Experience in a call centre or banking industry, and good knowledge of credit card operations, is an advantage.
• 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.

The hiring process is subject to the Mandatory Reference Checking Scheme. Only shortlisted candidates will be notified.