Contract Customer Service Officers, Customer Service Hub (CSH), Group COO
Core
Deliver high-quality one-stop banking service by addressing customer needs, resolving issues across all communication channels, and promoting bank products via the DBS Digital Way.
Role type
Customer Service Officer (Contact Centre)
Builds
Customer satisfaction and digital platform adoption
Domain
Banking / Financial Services
Deliverable
client delivery
Required skills
Banking procedures knowledge, problem-solving, data confidentiality management, multi-tasking, banking systems proficiency, cross-selling, digital migration support, social media message consistency
Preferred skills
Generative AI tool usage, rotating shift adaptability, weekend/holiday availability
Responsibilities
Meet and exceed Customer Centre KPIs while maintaining service quality; Resolve customer complaints and concerns efficiently; Migrate customers to the bank's digital platform; Handle time-sensitive requests including scams, frauds, and publicly noticeable incidents; Support operations in managing transactional request fulfilment and investigation.
Seniority
Individual Contributor