Officer, Specialist, Contact Centre, Technology & Operations

DBS Bank (Hong Kong) Limited; Hong Kong; On-site; HKD 223,000 - 357,000; Full time

Job summary

DBS Bank (Hong Kong) Limited is seeking an Officer, Specialist, Contact Centre within Technology & Operations located at One Island East. You will deliver consistently excellent service via phone or other channels for Trade, Cash, and Corporate banking products, while understanding customer needs and offering suitable solutions.

The role requires a degree or diploma, strong English and Chinese communication, and proficiency in MS Office; Finacle knowledge is a plus.

Qualifications

• Degree or diploma holder.
• Experience in serving Trade/Cash/Corporate Banking customer preferable.
• Good telephone manner with attentive listening and communication skills.
• Proficient in English and Chinese (spoken and written).
• Proficient in Microsoft Office applications.
• Knowledge in Finacle system is a plus.

Responsibilities

• Deliver excellent inbound or outbound service over the telephone or non-phone means to customers on Trade, Cash and Corporate banking products.
• Understand customers’ needs and provide appropriate solutions.
• Provide advisory service and insights to cope with customer needs.
• Record, track and coordinate the resolution of all customer queries/feedbacks.
• Handle ad-hoc projects or customer issues analysis.
• Solicit customers’ feedback and identify problem trends for improvement actions.

Skills

Telephone etiquette

English & Chinese

Customer service

Education

Degree or diploma

Tools

Microsoft Office

Finacle system

Job description

Officer, Specialist, Contact Centre, Technology & Operations

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

• Deliver consistently excellent inbound or outbound service over the telephone or non-phone means to internal / external customers on Trade/ Cash/ Corporate banking products
• Understand customers’ needs and provide appropriate solution
• Provide advisory service / insight to cope with customer needs
• Solicit customers’ feedback and identify problem trends for improvement actions
• Record, track and coordinate the resolution of all customer queries/feedbacks
• Handle ad-hoc projects or customer issues analysis

Requirements

• Degree or diploma holder
• Experience in serving Trade/Cash/Corporate Banking customer preferable
• Good telephone manner with attentive listening, good communication skills
• Good communication skill : spoken and written English and Chinese
• Proficient in Microsoft Office applications
• Knowledge in Finacle system will be a plus

Location: One Island East

Job: Customer Service

Schedule: Regular

Employee Status: Full time

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DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's "AA-" and "Aa1" credit ratings are among the highest in the world.

DBS is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia“ award by Global Finance for 17 consecutive years from 2009 to 2025.