Associate/ SA, Customer Relations Manager, Customer Centre, CBGO, Group COO-(WD81696)

Role Overview:

Manage customer escalations and complaints according to DBS, POSB and DBS Treasures Complaint Handling Procedures. 

Responsible for end-to-end management and the governance of customer service issues, including investigation, listening and understanding customer’s needs, proposing solutions/alternatives to customer issues, identifying process improvements or coaching needs and to lead and render guidance to customer relations managers and L2 escalations specialists.

Key Responsibilities:

To achieve individual/team goals and targets 

To adhere to professional standards of behaviour and conduct in dealing with internal and external customers 

To proactively identify opportunities to improve the customer experience 

To share areas of improvement with CSOs and TMs to address any gaps in service delivery. 

To share ...