Specialist Contact Centre

Key accountabilities include: 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 require Provide Chat one-on-one, real time, text/ voice/ video based interactive conversation to customers 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 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 reachCompetencies: Prior experience in handling MF/Insurance related queries Ability to work in shift as it would be 24/7work environment for both male & female employeesRequired Experience/Criteria: Minimum of one year of experience as a Customer Service Representative in a 24x7 contact centre environment OR in a Back Office Processing Centre in Banking Industry 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