Senior Officer, Contact Center

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels.

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 for both male & female employees.
• No Cab arrangement for Office, CSO has to travel self for generic day shifts.

Required Experience

• 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

Work Relationship

• Directly reports to Supervisors
• Customer Centre Management Team.
• Staff across all levels and divisions in Customer Centre
• BU/Product Spocs

DBS India - Culture & Behaviors

• DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviors are:
• Demonstrate Business Performance through PRIDE Value Based Propositions
• Ensure Customer Focus by Delighting Customers & Reduce Complaints
• Build Pride and Passion to Protect, Maintain and Enhance DBS Reputation
• Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement
• Maintain the Highest Standards of Honesty and Integrity

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements .