Officer Specialist Contact Centre Corporate Banking Technology And Operations

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
  
  

• 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 Requests
  
  

• 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 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 Hindi
  
  

• 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 diligence
  
  

• 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)
  
  

• Proficient in typing accuracy, and speed
• Computing skills with knowledge in Microsoft Word, Excel is essential
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