VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO

DBS Bank; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading financial institution in Singapore is seeking a Customer Service Specialist to manage customer escalations and enhance overall service quality. Candidates should have a minimum of 5 years in customer service, with strong communication and case resolution skills. This full-time role offers a dynamic work environment where collaboration is key to improving customer satisfaction.

Qualifications

• Minimum 5 years of customer service experience.
• Ability to empathise and understand customer perspective.
• Excellent written & verbal communication skills.

Responsibilities

• Manage customer escalations and complaints.
• Achieve individual/team goals and targets.
• identify opportunities to improve the customer experience.

Skills

Customer service experience

Communication skills

Customer relations skills

Case resolution skills

Job description

Role Overview

• Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures
• Responsible for end-to-end management and the governance of customer service issues, including investigation, listening and understanding customer’s needs, proposing solutions/alternatives to customer issues, identifying process improvements or coaching needs and to lead and render guidance to customer relations managers and L2 escalations specialists

Key Responsibilities

• To achieve individual/team goals and targets
• To adhere to professional standards of behaviour and conduct in dealing with internal and external customers
• To proactively identify opportunities to improve the customer experience
• To share areas of improvement with CSOs and TMs to address any gaps in service delivery.
• To share areas of improvement with product managers and technical/product governance team as part of continuous process/product improvement.
• To be flexible in work deployment and projects when business needs arise
• Serve as DBS's brand ambassador by demonstrating professionalism, strong knowledge on products and services, and optimizes every opportunity to exceed customer expectations with each response
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Requirements

• Minimum 5 years of customer service experience
• Ability to clearly understand customers’ needs and provide appropriate solutions accordingly
• Excellent written & verbal communication skills, ability to communicate with people of all levels
• Ability to communicate various changes in processes and promotions if any
• Ability to correspond to customers professionally
• Strong customer relations skills
• Ability to empathise and understand customer perspective
• Strong case resolution skills—ability to complete promised action/follow-up to ensure customer’s needs are addressed
• Collaborate with colleagues and work as part of a team
• Ability to adapt to changes in terms of product, process and systems

Location

Singapore-DBS Asia Hub

Job

Customer Service

Schedule

Regular

Job Type

Full-time

Job Posting

Sep 5, 2025, 12:00:00 AM