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DBS Bank Careers 2018 – Customer Service & Fulfillment Representative

Job Description
• Candidate has to provide one-stop customer service for live chat (text, voice and video), phone, mail, fax and electronic communications and to cross sell banks products and services through these means whenever the opportunity arises.
• Assisting customers (primarily over the chat portal) with various enquiries and requests on core products namely:-
– Credit Cards
– Banking

Key Accountabilities
– 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
– Proactively identify opportunities to improve the service performance
– Accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing

Duties & responsibilities
* Candidate has to respond to inbound chat inquiries and effectively consult customers or prospective customers regarding features
* Provide Chat one-on-one, real time, text/ voice/ video based interactive conversation to customers
* 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
* 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

Industry: Banking / Financial Services / Broking
Functional Area: Financial Services, Banking, Investments, Insurance
Role Category: Retail/Personal Banking
Role: Customer Service Executive
Experience: 1 – 7 Years
Location: Pune

Candidate Profile:
* 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 Hindi preferred

Company Profile:
DBS provides a full range of services in consumer, SME and corporate banking activities across Asia. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets.

Contact Details
Recruiter Name: Himanshu Kapadia
Contact Company: DBS Bank

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Someone who likes to help people search suitable career opportunities and provides career guidance to freshers, mostly in banking sector. I also specialize in resume writing that land interviews for Middle Level and Junior Level Executives who want to differentiate themselves in a competitive market.

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Updated: January 8, 2018 — 5:48 pm

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