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    • Assistant Officer, Specialist, Contact Centre, Consumer Banking, Technology - Madurai - DBS Bank

    DBS Bank
    DBS Bank Madurai

    2 months ago

    Description
    Job Purpose
    The role is to handle Inbound Calls & Chats for banking and credit card customers at Officer/Asst Officer Grade
    The volume handled per month is ~35,000 Calls & Chats, 8,000 Service Requests, 2000 Social Media Posts & 7000 Emails
    Meet the defined KPIs parameters consistently

    Job Duties & Responsibilities

    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
    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

    Key Accountabilities

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

    Requirements

    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

    Education / Preferred Qualifications

    Graduate

    Core Competencies

    Customer Service
    Excellent communication skills
    Multi-lingual can be an added advantage

    Technical Competencies

    Basic Typing and MS office knowledge

    Primary Location

    India-Tamil Nadu-DBS Bank Centre

    Job

    Customer Service

    Schedule

    Regular

    Job Type

    Full-time

    Job Posting

    Oct 23, 2025, 10:30:00 AM
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