Role Overview:
This role is responsible for the management and development of the Customer Relations team in order to ensure a high standard of service is always provided to both internal and external customers.
Key Responsibilities:
- Oversee the day-to-day operation of the Customer Relations Team
- Ensure RED service standards are embedded in all our customers’ interactions
- Ensure performance key targets, SLAs and KPIs are achieved
- Ensure all stakeholder reporting is within timescales and guidelines
- Identify root cause of complaints and opportunities to take proactive measures to enhance customer experience
- Identify VOC trend and make timely recommendation on staffing and scheduling to ensure the team is adequately staffed
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.
- Direct reporting to Deputy Head of Customer Relations
- Supervisory relationship to 12 or less CRM.
Requirements:
- Min 5 years’ experience managing telephony operations or online services
- Experience managing complaints across large customer base
- Experience in managing senior management and regulators
- Experience in Process Improvement Events
- Experience in leading a team of officers
Core Competencies:
- Good customer management skills
- Strong leadership skills to manage and lead different individuals who deal with challenging situations every day
- Positive, self-motivated and meticulous individual who has a clear and focused mind when handling negative customer VOC
- Ability to identify and address unstated needs of customer
- Strong focus on customers and business
- Excellent written and verbal communication skills and ability to communicate with people of different groups and levels of management
- Ability to think for the customer and not accept status quo
- Strong people skills.
Location:
DBS Asia Hub
Job:
Customer Service
Schedule:
Regular
Employee Status:
Full time
