ASTOFFCR, Specialist, Contact Centre, Consumer Banking, Technology And Operations

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose 

· We are seeking a highly motivated and customer-focused individual to join our team as a Contact Centre Executive, specializing in supporting our Banking & Cards customer segment. As a key point of contact for our most valued customers, you will be responsible for delivering exceptional service and building strong relationships to enhance their overall experience. This role requires excellent communication skills, problem-solving abilities, and a passion for providing outstanding customer service.

Key Accountabilities

Excellent Communication Skills: Customer service officers must possess exceptional verbal and written communication skills. They should be able to effectively articulate ideas, listen actively, and convey information clearly and concisely.

Empathy and Emotional Intelligence

Empathy is crucial for understanding customers' needs, concerns, and emotions. Customer service officers should be able to demonstrate empathy and show genuine care and understanding towards customers. Emotional intelligence helps them navigate difficult situations, de-escalate conflicts, and provide personalized solutions.

Problem-Solving and Analytical Skills

Dealing with customer issues often requires identifying the root cause of a problem and developing effective solutions. Customer service officers should be skilled in analyzing complex situations, thinking critically, and finding creative resolutions to meet customer needs. 

Product and Service Knowledge

A deep understanding of the company's products, services, and policies is essential. Customer service officers should be knowledgeable about the offerings and be able to provide accurate information, troubleshoot technical issues, and guide customers effectively.

Adaptability and Resilience

Customer service can be unpredictable and challenging at times. Customer service officers should be adaptable and resilient, able to handle changing situations, work under pressure, and maintain composure in difficult interactions.

Conflict Resolution and Negotiation

Dealing with dissatisfied or difficult customers requires exceptional conflict resolution skills. Customer service officers should be adept at de-escalating tense situations, managing conflicts professionally, and negotiating mutually satisfactory solutions.

Multilingual and Cultural Competence

In a diverse global market, being able to communicate in multiple languages and understanding cultural nuances can greatly enhance the customer service experience. Customer service officers who can bridge language and cultural gaps provide a higher level of service to diverse customers: Serve as the primary point of contact for our customer segment, ensuring their inquiries, requests, and concerns are addressed promptly and effectively.

Relationship Building

Establish and maintain strong relationships with customers by demonstrating personalized attention, empathy, and a deep understanding of their needs and preferences. 

Issue Resolution

Handle customer complaints, disputes, and escalations with professionalism, aiming for timely and satisfactory resolutions while maintaining the highest level of customer satisfaction.

Product and Service Expertise

Develop an in-depth understanding of our products and services to provide accurate and comprehensive information to Customers, offering personalized recommendations and upsell opportunities when appropriate.

Communication

Communicate effectively and professionally with Customers via phone, email, chat, or any other available communication channel, ensuring clear and concise messaging.

Customer Advocacy

Act as a customer advocate within the company, conveying valuable feedback and insights from customers to relevant departments to drive continuous improvement of our products, services, and processes.

Quality Assurance

Adhere to established service level agreements (SLAs) and quality standards, consistently meeting or exceeding performance metrics, including response time, customer satisfaction scores, and call resolution rates.

Documentation

Accurately record and maintain customer interactions, ensuring all relevant information is documented in our customer relationship management (CRM) system for future reference and analysis.

Team Collaboration

Collaborate with cross-functional teams, including sales, marketing, and technical support, to provide a seamless and holistic customer experience across all touchpoints.

Professional Development

Stay updated on industry trends, product knowledge, and customer service best practices through ongoing training and development opportunities.

Job Duties & responsibilities

Proven experience in a customer service or contact centre role. Excellent verbal and written communication skills with a professional and customer-centric approach. Strong problem-solving and decision-making abilities, with the capacity to handle challenging situations calmly and effectively. Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment. Proficiency in using customer relationship management (CRM) software and other contact centre tools. Empathy, patience, and a genuine passion for delivering exceptional customer service. Flexibility to work in rotational shifts which includes night shifts, weekends and holidays if required. 5 days work, with 2 weekly offs, which can be continuous / split offs

Experience 

5+ years experience in customer servicing roles in Banking and financial services domain

Education / Preferred Qualifications 

Bachelor’s Degree from a recognised University

Technical Competencies

Proficient Communication Skills

Customer service officers have excellent verbal and written communication skills. They can convey information clearly, actively listen to customers' concerns, and respond appropriately using a professional and friendly tone.

Multichannel Support

Customer service officers are adept at providing support through various channels, including phone, email, chat, social media, and self-service portals. They understand the nuances and best practices of each channel and can adapt their communication style accordingly. 

Technical Aptitude

Depending on the industry or organization, Customer service officers may need technical aptitude. This includes proficiency in using customer relationship management (CRM) systems, ticketing software, live chat platforms, knowledge bases, and other Microsoft tools required for customer support.

Time and Task Management

They are efficient at managing their time and prioritizing tasks to ensure timely responses to customer inquiries. They can handle multiple customer interactions simultaneously while maintaining accuracy and quality in their responses.

Continuous Learning

They have a growth mindset and actively seek opportunities to learn and improve their skills. They stay updated on product or service updates, industry trends, and customer service best practices to provide the highest level of support.

Collaboration

Customer service officers understand the importance of collaboration and can work effectively with cross-functional teams such as sales, technical support, and product development. They can escalate complex issues when necessary and provide relevant feedback to improve overall customer experience.

Core Competencies

Positive Attitude and Professionalism

Maintaining a positive attitude and displaying professionalism are crucial for customer service officers. They should be polite, respectful, and maintain a professional demeanor in all interactions with customers, representing the organization in a positive light.

Technology Proficiency

In today's digital era, customer service officers need to be proficient in using relevant technology tools and systems. This includes customer relationship management (CRM) software, ticketing systems, chatbots, and communication platforms to provide efficient and effective service.

Adaptability and Flexibility

Customer service officers often encounter various customer personalities, demands, and unexpected situations. They should be adaptable and flexible in their approach, willing to adjust strategies or processes to meet changing customer needs.

Work Relationship 

Direct reporting to Service Manager / Lead – Customer Centre, DBS India Working relationship within Digital Operations, BU Team, Tech Team and various departments in regional team

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