Assistant Officer, Specialist, Contact Centre,
- Uplers
- 2 to 6 Yrs
- Chennai
- 8 days ago
- Email to a friend
- Report this job
Job Description
- Business Function 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 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 consistently Job 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 standards Key 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 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 Required Experience 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 queries Education / Preferred Qualifications Graduate Core Competencies Customer Service Excellent communication skills Multi-lingual can be an added advantage Technical Competencies Basic Typing and MS office knowledge Work Relationship Directly reports to Supervisors Customer Centre Management Team Staff across all levels and divisions in Customer Centre BU/Product Spocs en Primary Location India-Tamil Nadu-Corporate Office, Chennai-eLVB Job Customer Service Schedule Regular Job Type Full-time Job Posting Mar 12, 2025, 1:45:04 PM,
Employement Category:
Employement Type: Full timeIndustry: BFSI
Role Category: Not Specified
Functional Area: Not Specified
Role/Responsibilies: Assistant Officer, Specialist, Contact Centre,
Contact Details:
Company: DBS BankLocation(s): Chennai
+ View Contact
Keyskills: Customer Service AMFI IRDA certified Multilingual Typing
Fraud Alert to job seekers!
₹ Not Specified
Uplers
Uplers is a one-stop digital services company delivering end-to-end web, design, digital marketing, and email production services to businesses and agencies across 52+ Nations. Backed by a team of 550+ digital expert.
Plugin template missing! Fix or contact support.
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in