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

DBS; Singapore; On-site; SGD 100,000 - 130,000; Full time

Job summary

A leading bank in Singapore is seeking a VP, Senior Customer Relations Manager to oversee customer escalations and enhance the service experience. This role demands a minimum of 5 years in customer service, excellent communication skills, and the ability to empathize and resolve cases effectively. The candidate will lead a team towards achieving service delivery targets while maintaining professionalism and customer satisfaction.

Qualifications

• Minimum 5 years of customer service experience.
• Ability to understand customers' needs and provide solutions.
• Excellent written and verbal communication skills.

Responsibilities

• Manage customer escalations and complaints according to procedures.
• Achieve individual/team goals and improve customer experience.
• Serve as a brand ambassador for DBS.

Skills

Customer service experience

Communication skills

Customer relations skills

Case resolution skills

Job description

Job Description - VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO (WD76682)

Role Overview:

1. Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures.

2. 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 8. Collaborate with colleagues and work as part of a team
• Ability to adapt to changes in terms of product, process and systems