Customer Experience Specialist, Contact Centre

DBS Bank Ltd; Hong Kong; On-site; HKD 201,000 - 268,000; Full time

Job summary

DBS Bank Ltd in Hong Kong is seeking a proactive Customer Service Executive to be the first point of contact for our clients via phone, email, chat and social media. The role focuses on resolving queries, cross-channel support and building strong relationships to enhance customer experience.

You should have post-secondary education, banking/call centre exposure, and excellent English and Chinese communication.

Qualifications

• Post secondary education or above.
• Experience in call centre or banking industry is an advantage.
• Good command of written and spoken English and Chinese; fluency in Putonghua is an advantage.

Responsibilities

• Provide one-stop service to respond product and service enquiries by phone, live chat, offline messaging and emails.
• Drive customer experience by assisting at varied skill levels 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.
• Collaborate with teammates to solve customer issues quickly and efficiently.
• Report customer complaints and escalate issues to prevent potential churn.
• Maintain appropriate operational risk control and compliance with DBS policies.

Skills

Customer service

Communication skills

English & Chinese

Education

Post-secondary education

Job description

DBS Bank Ltd in Hong Kong is seeking a proactive Customer Service Executive to be the first point of contact for our clients via phone, email, chat and social media. The role focuses on resolving queries, cross-channel support and building strong relationships to enhance customer experience.

You should have post-secondary education, banking/call centre exposure, and excellent English and Chinese communication.