Customer Centre Officer, Personal Banking

About the role

DBS is hiring a Senior Officer/Officer for its Customer Centre within Consumer Banking (Personal Banking), based at Two Harbour Square in Kwun Tong. The Customer Centre is the first point of contact for customers, handling enquiries by phone, email, social media and chat. The schedule is regular.

Key responsibilities

• Provide one-stop service responding to product and service enquiries by phone, live chat, offline messaging and email
• Assist customers at varied skill levels to drive inbound cross-buy initiatives
• Meet individual scorecards for call volume, availability, service level and customer satisfaction
• Attract and retain customers by answering queries and giving suggestions
• Work with teammates to resolve customer issues quickly and efficiently
• Report customer complaints and escalate issues when necessary to prevent churn
• Maintain operational risk control and compliance in line with DBS or regulatory standards
• No sales target is required

Required profile

• Post-secondary education or above; a degree is preferred
• Experience in a 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 for the Senior Customer Service Executive role

DBS offers a competitive salary and benefits package. Only shortlisted candidates will be notified.