Contract Customer Service Officer - Customer Service Hub

About the role

DBS is hiring a Contract Customer Service Officer for its Customer Service Hub (CSH) within the Group COO, based at the DBS Asia Hub. The role delivers high-quality one-stop service by addressing customers' banking needs, resolving issues across all communication channels and promoting the bank's products and services through the DBS Digital Way. It is a full-time, temporary position of 1 year under a third-party agency vendor.

Key responsibilities

• Consistently meet and exceed Customer Centre targets (KPIs) without compromising service quality
• Ensure accuracy, timeliness and compliance in handling customer requests, and resolve complaints and concerns professionally
• Use generative AI tools to personalise interactions and draft accurate responses
• Maintain strict data confidentiality and prevent data breaches, protecting sensitive customer information such as identity, address, income status, account holdings and transactions
• Handle a wide range of banking products and services, including time-sensitive cases such as scams, frauds, complaints and publicly noticeable incidents
• Cross-sell bank products and migrate customers to the bank's digital platform
• Adhere to professional standards of behaviour and conduct, and support operations in fulfilling and investigating customer requests
• Protect the DBS brand by fostering positive conversations on social media and keeping messages consistent across online platforms
• Work flexible shifts, including weekends and public holidays

Required profile

• Minimum degree or diploma
• Experience in a contact centre or banking industry is preferred
• Good listening, empathy and adaptability skills
• Patient, calm and able to stay emotionally balanced with demanding customers
• Ability to multi-task across banking systems
• Willingness to work rotating shifts, weekends and public holidays