Senior Officer/Officer, Contact Centre, Consumer Banking Operations

DBS Bank • Full Time • Kwun Tong, Hong Kong Island, Hong Kong S.A.R. • 1d ago

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 including placing securities trading orders, processing initial public offerings applications and handling enquiries on credit cards and consumer banking products through 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
Qualified to carry out Investment regulated activities (Types 1 and 4) under Securities and Futures Ordinance (SFO)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
The hiring process for this role is subject to the Mandatory Reference Checking Scheme.
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.

-en

Location:

Two Harbour Square

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time

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