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Customer Service Executive - DC


DBS Bank


Location

Chennai | India


Job description

Business Function

Group 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 Purpose

  • To provide one-stop customer service for all communications received from multiple channels - Phone, Email and LiveChat

Key Accountabilities

  • Handle queries for DBS India Current account customers (Inbound & Outbound)
  • Kept abreast of all activities and new products being launched by Bank
  • Address and resolve queries raised by customer through various channels
  • Basic troubleshooting of issues notified by customers and highlight it to relevant team for resolution
  • Document all queries in banking system for future reference / tracking
  • To complete & meet all customers' requests within risk, compliance, and quality standards on time
  • To consistently adhere and meet contact centre set targets (KPIs) without compromising quality of service delivery
  • To adhere to professional standards of behaviour & conduct in dealing with customers & employees

Job Duties & Responsibilities

  • To answer all phone & email enquiries from customers on banking products, accounts and services in an effective and efficient manner
  • To understand customer's needs and provide solution / attention to them
  • To fulfil customer requests, ensuring total customer satisfaction
  • To demonstrate strong work commitment and work ethic
  • To solicit customer feedback
  • To adhere to schedule of work & be available for deployment at short notice when on standby
  • Open to work shifts across Monday to Sunday (it is not 24/7)

Required Experience

  • Minimum 3- 5 years of Banking experience
  • Experience in Indian Banking industry
  • Experience in working with banking / financial institution in corporate banking, Trade, Cash & tax
  • Experience in phone banking operations
  • Understanding of RBI Regulations
  • Working knowledge of Trade, Trade finance, Payments, collections, ITT OTT and Electronic Bank and debit cards, Account opening, and loans is an added advantage
  • Excellent Communication skills, good writing skills
  • Willingness to learn new product

Education / Preferred Qualifications

  • Graduate / Post Graduate

Technical Competencies

  • Experience in Indian Banking industry
  • Experience in working with banking / financial institution in corporate banking, Trade, Cash & tax
  • Experience in phone banking operations
  • Understanding of RBI Regulations
  • Working knowledge of Trade, Trade finance, Payments, collections, ITT OTT and Electronic Bank and debit cards, Account opening, and loans is an added advantage

Primary Location

India-Tamil Nadu-Regional Office Chennai

Job

Others

Schedule

Regular

Job Type

Full-time

Job Posting

Jan 15, 2024, 7:17:32 PM


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