Customer Experience Ambassador
1 month ago
DBS Bank (Hong Kong) Limited is committed to delivering exceptional customer experiences. Our team plays a vital role in achieving this goal by providing top-notch support to our customers.
Job SummaryWe are seeking a highly motivated and enthusiastic individual to join our Customer Centre as a Customer Experience Ambassador. In this role, you will be the first point of contact for our customers and engage with them through various channels such as phone calls, emails, social media, and live chat.
Responsibilities- Provide one-stop service to respond to product and service enquiries from customers via multiple channels.
- Drive customer satisfaction by assisting at varied skill levels to implement inbound cross-buy initiatives proactively.
- Meet individual scorecards 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.
- Collaborate with teammates to resolve customer issues quickly and efficiently.
- Report customer complaints and escalate issues when necessary to prevent potential churn.
- Maintain appropriate operational risk control and compliance in all aspects in accordance with DBS or regulatory standards and policies.
- 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.
- Customer-focused with excellent communication and interpersonal 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 and benefits package, as well as the opportunity to develop your skills and advance your career in a dynamic environment that values your contributions and recognizes your achievements.
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Customer Service Ambassador
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