AVP, Senior Customer Relations Manager, Customer Centre, Group CSH, Group COO
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 HubJob:
Customer ServiceSchedule:
RegularEmployee Status:
Full time