DBS Bank – Customer Service Officer (1-3 yrs) Chennai (After-Sales / Customer Service) 95 views

Job Responsibilities :- 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 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.- 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 require- 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.- 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 standardsJob Requirement :- Minimum of one year of experience as a Customer Service Representative in a 24×7 contact centre environment OR in a Back Office Processing Centre in Banking Industry- 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- 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. (ref:updazz.com)

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  • Total Jobs 10 Jobs
  • Location INDIA

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