Customer Service Officer, Customer Centre

About the role

DBS is hiring a Customer Service Officer for its Customer Centre within the Group CSH and Group COO. 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 requires excellent communication skills, attention to detail and a strong understanding of banking procedures and regulations.

Key responsibilities

• Consistently meet and exceed Customer Centre targets (KPIs) without compromising service quality.
• Ensure accuracy, timeliness and compliance for all customer requests, and resolve complaints and concerns efficiently and professionally.
• Maintain data confidentiality and prevent data breaches, keeping customer identity, address, income status, account holdings, transactions and contact details secure.
• Handle a wide range of banking products and services, including time-sensitive cases such as scams, frauds, complaints and publicly noticeable incidents.
• Cross-sell the bank's products and services and help migrate customers to the bank's digital platform.
• Adhere to professional standards of behaviour and conduct, and work flexibly on a rotating shift schedule including weekends and public holidays.
• Support the brand on social media and support Operations with follow-up requests, transactional fulfilment and investigations.

Required profile

• Degree or diploma; experience in a contact centre or banking industry is preferred.
• Good listening, empathy and adaptability skills, with patience and emotional control when customers are demanding.
• Ability to multi-task and handle different banking systems.
• Knowledge of industry-specific regulations and standards.

Required skills

• Proficiency in MS Office, especially Microsoft Word, Excel and Outlook.
• Proficiency in the Customer Centre IServe system.