Job
Description
Business FunctionGroup 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 complaints customer service for live chat (text, voice, and video), phone, mail, fax and electronic communications, backend process activities and fully adhering to regulations and compliance policies.* This list is complete but not exhaustive of the type of products and services which a Customer Service staff may meet to manage.Key Accountabilities* To consistently meet the Digital Ops targets set (KPIs) without compromising quality of service delivery.* Complete & meet all customers’ requests as per defined guidelines.* Adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff.* To proactively find 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.* Exemplify the values of DBS Service Standards – 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.* 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 for Email escalations and Service RequestsRequirements* Respond to inbound chat inquiries and inbound/outbound phone call and effectively consult customers or prospective customers about features or any other support needed.* Supply 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 workable 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 manage multiple email / service requests sessions and provide proper level of service and issue resolution according to company guidelines with 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, Email.* Follow standard screens/scripts as proper.* Maintain and update customer account records as needed.* Appropriately escalate customer questions and issues as and when necessary, according to guidelines* Responsible to manage 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 proper determination of resolution.* Forward suspected fraudulent and questionable Service Request to proper personnel* Balance workload based on business needs between paperwork and in-bound chats/calls.* Responsible in meeting deadlines and requirements* Build and keep effective working relationships and support teamwork in meeting company goals.* Adhere to processes and guidelines in line with the defined governance standards.Experience* Experience moving between multiple computer screens while entering data.* Experience in handling difficult customer interactions, while simultaneously entering data on different screens* Bilingual a plus, preferably with knowledge of HindiEducation / Preferred Qualifications* A minimum of graduate.* Professional Certification/ Courses over and above this would be an added advantage.* Minimum 4-6 years of contact centre or social media or complaints management experience* Strong writing skills and diligenceCompetencies* Good interpersonal and excellent communication skills (English mandatory).* Good attitude towards and fast adoption of innovative technology and digital lifestyle* Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.* Ability to type at least 50WPM with 0 errors.* Ability to resource product information via tools that are provided to you.* Ability to independently research information via the internet* Credit Cards Knowledge is a plus.* Outstanding spelling, grammar, and communication skills* Patient, calm and enthusiastic in helping customers.* Strong time management and decision-making skills.* Adaptability and accountability.* Decent multi-tasking skills* Meticulous and resourceful* Willing to work in rotational shifts (NIL night shifts)Technical Competencies* Proficient in typing accuracy, and speed.* Computing skills with knowledge in Microsoft Word, Excel is essential.Work Relationship* Direct reporting to Team Manager* Work with peers within team and from other support and Business Units
