Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Responsibilities

• To consistently meet the Digital Ops targets set (KPIs) without compromising quality of service delivery

• To complete & meet all customers’ requests as per defined guidelines

• To adhere to professional standards of behavior & conduct in dealing with customers & fellow staff

• To proactively identify opportunities to improve the service performance

• Should exemplify and be aligned to DBS culture where the employees are expected to reflect PRIDE values – Purposeful, Relationship Led, Innovative, Decisive and all this with a lot of Fun

• To exemplify the values of DBS’ Asian Service – Respectful, Easy to Deal With and Dependable in their interactions with both internal and external stakeholders

• To be aligned to the DBS strategy of Joyful Banking - through Customer Journeys and Digital Banking reach

• To take accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing

• Respond to inbound chat inquiries and inbound/outbound phone call and effectively consult customers or prospective customers regarding features or any other support require

• Provide Chat one-on-one, real time, text/ voice/ video based interactive conversation to customers

• Answering or making calls to customers/prospects to learn about and address their needs, complaints, or other issues with products or services

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry customers, as needed

• Responsible to handle multiple chat sessions and provide appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience

• Receive and answer customer questions/ complaints and resolve queries related to claims, warranties, and product servicing

• Support customer queries from other channels – Service Requests, Social Media, Email etc.

• Follow standard screens/scripts as appropriate

• Maintain and update customer account records as needed

• Appropriately escalate customer questions and issues as and when necessary according to guidelines

• Responsible to handle back office processes

• Coordinate with immediate supervisor or other personnel as needed to resolve issues not of routine nature