Customer Experience Specialist
3 days ago
At DBS Bank (Hong Kong) Limited, we are looking for a Customer Experience Specialist to join our team.
About the RoleThe ideal candidate will be responsible for providing one-stop service to respond to customer product and service enquiries, drive a successful customer experience by assisting at varied skill levels, meet individual scorecard for call volume, availability, service level and customer satisfaction, attract and retain customers by answering queries and providing suggestions that lead to short and long-term success, work collaboratively with teammates to solve customer issues as quickly and efficiently as possible, report customer complaints and escalate issues when necessary to prevent potential churn, and maintain appropriate operational risk control and compliance in all aspects in accordance with DBS or regulatory standards and policies.
About UsWe are part of the Technology and Operations group, which 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 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.
Responsibilities- Provide exceptional customer service by responding to customer enquiries, resolving issues, and escalating complex matters when necessary.
- Drive customer satisfaction by implementing inbound cross-buy initiatives, meeting individual scorecard targets, and working collaboratively with teammates to achieve business objectives.
- Maintain accurate records, follow up on customer interactions, and ensure timely issue resolution.
- Foster strong relationships with colleagues, management, and external stakeholders to achieve shared goals and objectives.
- Post-secondary education or above, preferably a degree holder in any discipline.
- Experience in a call centre or banking industry, with good knowledge of credit card operations and banking services being an advantage.
- Excellent communication, interpersonal, and problem-solving skills.
- Able to work in shifts on weekends and public holidays.
- Good command of written and spoken English and Chinese, fluency in Putonghua being an advantage.
We offer a competitive salary, benefits package, and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
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