Assistant Officer, Specialist, Contact Centre, Consumer Banking - India - Tamil Nadu - DBS Bank Centre

Job summary

To provide one-stop complaints customer service for live chat (text, voice and video), phone mail fax electronic communications backend process activities fully adhering to regulations compliance policies Consistently meet digital ops targets set KPIs without compromising quality of service delivery Complete meet all customers requests as per defined guidelines Adhere professional standards behaviour conduct in dealing with customers fellow staff Proactively find opportunities improve service performance Exemplify align DBS culture employees expected reflect PRIDE values Purposeful Relationship Led Innovative Decisive Fun Exemplify values DBS Service Standards Respectful Easy to Deal with Dependable interactions internal external stakeholders Be aligned DBS strategy Joyful Banking Customer Journeys Digital Banking reach Take accountability KPIs First Contact Resolution FCR Customer Satisfaction CSAT Complaint Management Index CMI Average Handling Time AHT Individual Productivity Quality Processing Email escalations Service Requests Respond inbound chat inquiries inbound outbound phone call effectively consult customers prospective customers features support needed Supply Chat one-on-one real time text voice video based interactive conversation customers Answering making calls to customers prospects learn address needs complaints issues products services Respond efficiently accurately callers explaining workable solutions ensuring feel supported valued Engage active listening callers confirming clarifying information diffusing angry customers needed Manage multiple email service request sessions proper level of service issue resolution company guidelines superior customer experience Receive answer customer questions complaints resolve queries related claims warranties product servicing Support customer queries channels Service Requests Email Follow standard screens scripts proper Maintain update customer account records necessary Appropriately escalate customer questions issues according guidelines Responsible manage back-office processes Coordinate immediate supervisor personnel resolve issues routine nature Gather information examine forms policies records provided make proper determination resolution Forward suspected fraudulent questionable Service Request proper personnel Balance workload business needs paperwork inbound chats calls Meet deadlines requirements Build effective working relationships support teamwork meeting company goals Adhere processes guidelines governance standards

Job description