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Customer Service Representative

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

Job Summary

DBS Bank is seeking a highly motivated and customer-focused individual to join our Contact Centre team as a Customer Service Representative. In this role, you will be the first point of contact for our customers, engaging with them through phone calls, emails, social media, and chat. Your primary responsibility will be to provide one-stop service to respond to product and service enquiries, drive a successful customer experience, and meet individual scorecards for call volume, availability, service level, and customer satisfaction.

Key Responsibilities

  • Provide exceptional customer service by responding to enquiries and resolving issues in a timely and professional manner.
  • Drive a successful customer experience by assisting with cross-buy initiatives and implementing inbound strategies.
  • Meet individual scorecards for call volume, availability, service level, and customer satisfaction.
  • Work collaboratively with teammates to solve customer issues efficiently and effectively.
  • Report customer complaints and escalate issues when necessary to prevent potential churn.
  • Maintain appropriate operational risk control and compliance in accordance with DBS or regulatory standards and policies.

Requirements

  • 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.
  • 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 is an advantage.

What We Offer

DBS Bank offers a competitive salary and benefits package, as well as the opportunity to work in a dynamic environment that supports your development and recognises your achievements.