VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO

VP, Senior Customer Relations Manager, Team Lead, Customer Centre, CBGO, Group COO-(WD76682)

Role Overview: 

1.

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

2.

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 areas of improvement with product managers and technical/product governance team as part of continuous process/product improvement.

To be flexible in work deployment and projects when business needs arise 

Serve as DBS's brand ambassador by demonstrating professionalism, strong knowledge on products and services, and optimizes every opportunity to exceed customer expectations with each response 

To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.
 

Requirements:

Minimum 5 years of customer service experience.

Ability to clearly understand customers’ needs and provide appropriate solutions accordingly

Excellent written & verbal communication skills, ability to communicate with people of all levels 

Ability to communicate various changes in processes and promotions if any 

Ability to correspond to customers professionally 

Strong customer relations skills 

Ability to empathise and understand customer perspective 

Strong case resolution skills-ability to complete promised action/follow-up to ensure customer’s needs are addressed 8.

Collaborate with colleagues and work as part of a team 

Ability to adapt to changes in terms of product, process and systems

Primary Location

:Singapore-DBS Asia Hub

Job

:Customer Service

Schedule

:Regular

Employee Status

:Full-time:

Job Posting

:Sep 4, 2025, 4:00:00 PM