Senior Officer / Officer, Contact Centre - Corporate Banking

About the role

DBS is hiring a Senior Officer or Officer for its Contact Centre within Corporate Banking, located at Two Harbour Square in Kwun Tong. The role delivers consistent, high-quality inbound, outbound and digital services by telephone or other means to internal and external customers on corporate banking products, aiming for full customer satisfaction and KPI targets.

Key responsibilities

• Deliver excellent inbound, outbound and digital services over the phone or non-phone means to internal and external customers on corporate banking products.
• Understand customers' needs and provide appropriate solutions and attention.
• Provide advisory service and insight to help meet customer needs when needed.
• Solicit customer feedback and identify problem trends to drive improvements.
• Record, track and coordinate the resolution of all customer queries.
• Follow professional standards of behaviour and conduct with customers and fellow contact centre staff.
• Cross-sell digital solutions to customers.
• Work with the Team Leader, Team Head, product owners or business to find improvement areas based on the enquiry landscape.
• Handle ad-hoc projects or customer issue analyses.

Required profile

• Degree or polytechnic diploma; customer service experience is an advantage.
• At least 2 years of corporate banking customer servicing is a plus.
• Familiarity with cash and corporate banking products in a financial institution.
• Pleasant voice, positive telephone manner, attentive listening, writing and communication skills.
• Good command of spoken and written English, Cantonese and Mandarin.

Required skills

• Proficiency in PC skills, including Microsoft Office applications.

The schedule is regular and the employee status is not specified. Only shortlisted candidates will be contacted.