Job Description

Role Overview:

• Manage customer escalations and complaints received by CEO Office, Senior Management,

regulatory bodies such as MAS, ABS, FIDReC etc on service issues, identify opportunities and
propose ideas/needs for process improvements and coaching * 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:

• Directly reporting to Deputy Head of Customer Relations 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 review the calls of customers with the CSOs to identify gaps.

• To be flexible in work deployment and projects when business needs arise'
• To ensure usage of joyful yet professional language to create an approachable experience in

social media platforms * 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 * Collaborate with GSMC to streamline response to posts

• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising

on quality of service delivery
Requirements:

• Min 5 years of frontline customer service experience with the 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
• 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
• Knowledge of the processes outlined for

a. Case Handling
b. Case Escalations
c. Call Backs
d. Feedback Management * Knowledge in handling these systems
a. Relevant bank systems.
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Skills Required