Recruiter Logo
Now Apply on the Go!
Download updazz Jobseeker App and get a seamless experience for your job-hunting
07/04 Nikita Patkar
TAG group at DBS

Views:85 Applications:28 Rec. Actions:Recruiter Actions:18

DBS Bank - Customer Service Officer (1-3 yrs)

Chennai Job Code: 154488

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 behaviour & 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

- Gather information and examine forms, policies, and other records as provided by customer to make appropriate determination of resolution

- Forward suspected fraudulent and questionable Service Request to appropriate personnel

- Balance workload based on business needs between paperwork and in-bound chats/calls. Responsible for meeting deadlines and requirement

- Build and maintain effective working relationships and support teamwork in meeting company goal

- Adhere to processes and guidelines in line with the defined governance standards

Job Requirement :

- Minimum of one year of experience as a Customer Service Representative in a 24x7 contact centre environment OR in a Back Office Processing Centre in Banking Industry

- Experience moving between multiple computer screens while entering data

- Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens

- Bilingual a plus, preferably with knowledge of Hindi

- A minimum of graduate. Professional Certification/ Courses over and above this would be an added advantage

- AMFI / IRDA certified

- Prior experience in handling MF/Insurance related queries

- This position is for - Contact(Call) Centre Agent- and their role to start would be to assist customers via Calls & Chats.

- It would be 247work environment for both male & female employees.

- No Cab arrangement for Office, CSO has to travel self for generic day shifts.

Add a note
Something suspicious? Report this job posting.