Personal Banking department oversees debit and credit card operations, and provides back office support to the Bank's branches. As a Senior Associate – Customer Service, you will be responsible for assisting with the running of the Call Centre. You will ensure that calls are answered and queries are dealt with within the agreed timescales and in a professional and appropriate manner. You will be delivering quality service to customers to ensure customer satisfaction. This is a full time permanent position.
Key responsibilities
* Answer customer queries over the telephone and via email on banking products, accounts and services, ensuring customers’ needs are understood and appropriate solutions are provided
* Escalate and/or re-direct enquiries when appropriate
* Complete call logs and reports
* Assist with Consumer Duty report
* Assist with customer feedback report
* Identify cross-selling opportunities during customer interaction
* Comply with the Bank’s procedures and policies at all times
* Liaise with relevant departments when required
* Cover team members when required
Person specification
* Degree educated
* Experience in customer service
* Basic understanding of Retail Banking products and services
* Data analysis and reporting skills
* Excellent communication skills
* Fluency in Mandarin is preferred
* Team player
* Problem solving skills
* Attention to detail