Senior Officer, Customer Centre (Licensed), Consumer Banking

China, Beijing Branch; Hong Kong; Vor Ort; HKD 180.000 - 260.000; Vollzeit

Zusammenfassung

DBS Bank Hong Kong is seeking a Customer Service Executive to respond to inquiries about securities trading orders, IPO applications, credit cards and banking products via phone, live chat, and email. You will help deliver a positive customer experience while supporting cross-buy initiatives and maintaining SFO compliance.

Mission-critical tasks include handling inquiries in English and Chinese, shift work on weekends/public holidays, and collaborating with teammates to resolve issues quickly.

Qualifikationen

• Post secondary or above; degree holder in any discipline.
• Qualified to carry out Investment regulated activities (Types 1 and 4) under SFO; experience in call centre or banking industry is a plus.
• 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; Putonghua is a plus.

Aufgaben

• Provide one-stop service to respond product and service enquiries including placing securities trading orders, processing IPO applications and handling enquiries on credit cards and banking products via phone, live chat, offline messaging and emails.
• Drive a positive customer experience by assisting at varied skill levels to implement inbound cross-buy initiatives.
• Meet individual scorecard for call volume, availability, service level and customer satisfaction.
• Attract and retain customers by answering queries and providing suggestions for short and long-term success.
• Collaborate with teammates to resolve customer issues quickly and efficiently.
• Report customer complaints and escalate issues to prevent potential churn.
• Maintain operational risk control and compliance in line with DBS or regulatory standards and policies.
• No sales target is required.

Kenntnisse

Customer service

Communication

Bilingual English/Chinese

SFO knowledge

Ausbildung

Post-secondary degree or above

Jobbeschreibung

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 quicky and as efficiently as possible
• Report customer complaints and elevate 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 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
• The hiring process for this role is subject to the Mandatory Reference Checking (MRC) Scheme

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: One Island East

Job: Customer Service

Schedule: Regular

Employee Status: