Officer, Specialist, Contact Centre, Consumer Banking

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

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 that customers are experiencing by 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

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

Candidates with more experience will be considered as Senior Customer Service Executive

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.

Location:

Two Harbour Square

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time