Senior Officer/Officer, Contact Centre, Consumer Banking Operations

DBS Bank (Hong Kong) Limited; Hong Kong; On-site; HKD 156,000 - 246,000; Full time

Job summary

DBS Bank (Hong Kong) Limited is seeking a Customer Service Executive to be the first point of contact for customers across phone, email, chat and social media channels.

You will handle enquiries, support cross-buy initiatives, and work to achieve high customer satisfaction while adhering to bank policies and regulatory standards. Shifts include weekends and public holidays, with emphasis on accurate, empathetic service.

Qualifications

• Experience in call centre or banking is an advantage.
• Qualified to carry out Investment regulated activities (Types 1 and 4) under SFO.
• Good command of written and spoken English and Chinese; Putonghua is an advantage.

Responsibilities

• Provide one-stop service to respond product and service enquiries via phone, email, social media and chat.
• Respond to queries and assist with cross-buy initiatives to improve customer experience.
• Meet individual scorecards for call volume, availability, service level and customer satisfaction.
• Attract and retain customers by answering queries and providing helpful suggestions.
• Collaborate with teammates to resolve customer issues quickly and efficiently.
• Report customer complaints to prevent potential churn and maintain risk/compliance standards.

Skills

Customer-focused

Excellent communication

Interpersonal skills

Bilingual 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 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 escape 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
• 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