Analyst Mandarin Speaker Business Care Premier Service
DBS Bank Ltd is a Singapore-based bank providing personal, SME, corporate, institutional, wealth management, financial markets, and digital banking services. Its clients include consumers, small and medium-sized businesses, corporations, and institutional customers.
About DBS Bank Ltd
DBS Bank Ltd provides banking products and services including accounts, cards, insurance, loans, investments, digital banking, payments, trade finance, foreign exchange, commodities, investment solutions, and derivatives clearing. Through its SME business, it supports businesses with financing, cash-flow management, online banking through DBS IDEAL, sustainability programmes, and business-growth initiatives. The bank serves personal customers, SMEs, corporate and institutional clients, and wealth-management customers across its regional markets.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as the main contact for corporate customers across phone, email, and chat. You will identify their needs, investigate and resolve issues, fulfil requests, escalate complex cases, maintain accurate records, protect sensitive information, collaborate with internal stakeholders, and meet customer-service and quality standards.
Requirements
- Speak and write Chinese or Mandarin.
- HSK certification at level 4 or above is highly preferred.
- Demonstrate time-management and task-prioritization skills.
- Demonstrate problem-solving and decision-making skills.
- Show attention to detail and information accuracy.
- Hold a degree or similar qualification.
- Have at least one year of customer-service experience, such as contact-center or client-support work.
Responsibilities
- Serve as the primary contact for corporate customers and resolve inquiries, issues, and requests across multiple channels.
- Follow operational procedures and comply with data-security and escalation protocols.
- Determine customer requirements and provide accurate information, support, and solutions.
- Resolve customer inquiries and issues through phone, email, and chat.
- Fulfil customer requests and escalate complex matters to appropriate support teams.
- Analyze and investigate issues as part of the customer-resolution process.
- Maintain and update customer databases with accurate and relevant information.
- Collaborate with internal stakeholders and support teams to provide seamless service.
- Meet quality-assurance and customer-service metrics, including call-handling, response-time, and communication standards.
- Participate in ongoing training and use knowledge-base resources to maintain current product, service, and policy knowledge.
- Protect sensitive customer information by following data-privacy and security protocols.
- Manage workload and prioritize tasks to resolve customer requests promptly.
