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 andpropose 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, proposingsolutions/alternatives to customer issues, identifying process improvements or coaching needsand 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 andexternal 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 teamas 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 insocial media platforms* Serve as DBS’s brand ambassador by demonstrating professionalism, strong knowledge onproducts and services, and optimizes every opportunity to exceed customer expectations witheach response* Collaborate with GSMC to streamline response to posts* To consistently meet and exceed the Customer Centre targets set (KPI) without compromisingon quality of service deliveryRequirements: * 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?sneeds 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 fora. Case Handlingb. Case Escalationsc.
Call Backsd. Feedback Management* Knowledge in handling these systemsa. Relevant bank systems.-e

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