Job Description

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business \xe2\x80\x93 they were made just right for you.

Responsibilities

As a Specialist responsible to continuously seek improvement and drive up customer satisfaction, you will handle customer complaints and incidents that result in a negative impact on the customer experience. You will also take lead in dashboard requirements that will capture and monitor the key metrics driving customer satisfaction.

• Customer Complaint Resolution: Receive and acknowledge customer complaints through various channels, such as phone, email, social media, or in-person. Act as a liaison between internal departments to investigate and resolve complaints promptly.
• Root Cause Analysis: Conduct thorough investigations to determine the root causes of customer complaints and negative experiences. Collaborate with relevant teams to address underlying issues and implement corrective actions.
• Empathetic Communication: Listen actively to customers\' concerns and demonstrate empathy and understanding.
• Escalation Management: Identify complaints that require further attention and escalate them to higher management when necessary.
• Continuous Improvement: Analyze customer feedback to identify patterns and areas for improvement in products, services, or processes. Work with relevant teams to implement changes that prevent recurring issues and enhance the customer experience.

Requirements

• Degree with at least 5 years of relevant working experience.
• Strong interpersonal & communication skills.
• Ability to multi-task, and thrive in a fast-paced and high-productivity environment.
• Team player and able to build relationships with other business stakeholders.
• Business acumen and analytical ability to identify trends, risks and opportunities.
• Ability to work independently in project execution.
• Proficient with Microsoft Products (i.e. Words, Excel, and PowerPoint).
• Experience in branch operations, or project management preferred but not compulsory.
• Knowledge of Excel macros/ Visual Basic will be an added advantage.

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

DBS Bank