- Handle customers' relevant banking enquiries and complaints
- Provide first-class customer service which meet the standards / requirements / guidelines prescribed by all concerned regulators as well as the Bank
- Recommend products and services to meet the needs, risk profiles and affordability of customers whom will be provided with clear and accurate information and kept informed throughout the call
- Provide professional and appropriate advice in the best interests of customers and with regard to their unique circumstances
- Response to customer feedback in a timely fashion and follow through on our promises to customers without delay
- Foster a customer-centric culture by treating everyone with dignity, respect and fairness, and ensuring each customer receives the best possible service
- Conduct call monitoring to maintain high services quality
- Monitor and ensure the proper operation of the voice recording system
- Monitor the account transactions performed via Call Centre
- Ensure standardized practice in disclosing products and services information, features, risks, fees and charges to customers throughout and after the sales process
- Liaise with other teams/departments for case referrals/investigation Requirements
- HKCEE/HKDSE or above, with 5 subjects including English, Chinese and Mathematics, at Grade E / Level 2 or above; OR
- Passed HKSI Paper 1,7, 8 or equivalent and IIQE (Paper 1, 2, 3) is preferred; OR
- Preferable over 3 years experience in banking sector cover the following: At least 1-2 years experience in a relevant position or banking environment; Sound knowledge on banking products and services; Independent, self-motivated, and detail-oriented; A team player with good communication skills and risk awareness; Good PC knowledge;
- Good command of both spoken and written Cantonese, fluency in English and Mandarin preferred but not a must
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Service Officer
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Customer Service Officer - Hong Kong, 香港 - The Bank of East Asia
描述
Position SummaryTo support Customer Services Manager to manage staff, handle daily operation and assist the Customer Services Representatives in handling customer enquiries and complaints.
Responsibilities
