Assistant Vice President, Contact Centre, Consumer Banking Group Operations

DBS Bank; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Dynamic environment for development

Job summary

A leading financial institution in Hong Kong is seeking a Customer Service Executive to provide exemplary service for product inquiries, manage customer accounts, and ensure compliance with operational standards. The ideal candidate should possess strong communication skills, experience in call center or banking environments, and a customer-focused mindset. This full-time role offers a competitive salary and the opportunity to work in a dynamic environment that values employee development.

Qualifications

• Good command of written and spoken English and Chinese.
• Experience in call centre or banking industry preferred.
• Customer service experience is a strong advantage.
• Customer-focused with excellent communication and interpersonal skills; able to work shifts on weekends and public holidays.
• Good command of written and spoken English and Chinese; Putonghua is an advantage.
• Candidates with more experience will be considered as Senior Customer Service Executive.
• Mandatory Reference Checking Scheme applies.

Responsibilities

• Provide service for product and service enquiries.
• Assist customers with securities trading and banking products.
• Maintain operational risk control and compliance.
• 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 quickly and as efficiently as possible.
• Report customer complaints and escalation issues when necessary to prevent potential churn.
• Maintain appropriate operational risk control and compliance in all aspects in accordance with DBS or regulatory standards and policies.
• No sales target is required.

Skills

Customer-focused

Excellent communication skills

Interpersonal skills

Ability to work in shifts

Education

Post secondary or above, preferably degree holder

Job description

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

• 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 quickly and as efficiently as possible
• Report customer complaints and escalation 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 skillsAble 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.

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Location

Two Harbour Square

Job

Customer Service

Schedule

Regular

Employee Status

Full time