Assistant Office, Specialist, Contact Centre, Consumer Banking, Technology and Operations

Business FunctionTechnology 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 channelsJob Purpose* The role is to handle Inbound Calls & Chats for banking and credit card customers at Officer/Asst Officer Grade.* The volume handled per month is ~35,000 Calls & Chats, 8,000 Service Requests, 2000 Social Media Posts & 7000 Emails.* Meet the defined KPIs parameters consistentlyJob Duties & Responsibilities* 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.* 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 standardsKey Accountabilities* 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 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 required* 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.* This position is for "Contact(Call) Centre Agent"r; and their role to start would be to assist customers via Calls & Chats.* It would be 247work environment* No Cab arrangement for Office, CSO has to travel self for generic day shifts.Requirements: * 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 queriesEducation / Preferred Qualifications* GraduateCore Competencies* Customer Service* Excellent communication skills* Multi-lingual can be an added advantageTechnical Competencies* Basic Typing and MS office knowledge-en