Contact Centre Specialist – Consumer Banking

About the role

The Contact Centre Specialist will be the first point of contact for DBS Consumer Banking customers across phone, email, social media and chat. You will help create an innovative customer experience, resolve enquiries promptly and support the bank’s cross‑sell initiatives.

Key responsibilities

• Handle inbound customer interactions via phone, live chat, offline messaging and email as the primary point of contact.
• Provide one‑stop service for product and service enquiries, ensuring accurate and timely responses.
• Drive successful customer experiences by implementing inbound cross‑buy initiatives and meeting service‑level targets.
• Achieve individual scorecard metrics for call volume, availability, service level and customer satisfaction.
• Attract and retain customers by offering relevant suggestions and solutions.
• Collaborate with teammates to resolve issues quickly and efficiently.
• Report and escalate customer complaints to prevent churn.
• Maintain operational risk control and compliance with DBS and regulatory standards.

Required profile

• Post‑secondary education or degree in any discipline.
• Experience in a call‑centre or banking environment; knowledge of credit‑card operations and banking services is a plus.
• Customer‑focused with excellent communication and interpersonal skills.
• Willingness to work shifts on weekends and public holidays.
• Strong command of written and spoken English and Chinese; Putonghua fluency is advantageous.