Officer, Customer Services (Phone Banking - SME)

Job Purpose:

Responsible to handle customer enquiries, feedbacks and instructions through multi-channels (including but not limited to hotline, email, social media) from local SME customer and cross-border SME customer. Acquire SME business by inbound tag-on or outbound tele-marketing. Deliver consistent quality services to maintain the image of professionalism.

Main Responsibilities:

• Achieve SME hotline's service level
• Handle customer enquiries, feedbacks/complaints and instructions efficiently and effectively
• Deliver professional customer service and to meet the required quality standard
• Support marketing campaigns enquiries, campaign registration and business referrals
• Support outbound telemarketing or tag-on / cross-sell products to enhance services and generate business revenue for the Bank
• Achieve all objectives set by Management from time to time
• Support on-the job training / attachment to train-up new staff
• Comply all internal guidelines, legal and regulatory requirements when delivering job duties

Incumbent Requirements:

• Secondary education with minimum 3 years’ relevant experience preferably in customer services of banking industry
• Insurance and / or investment license preferred; and possession of related regulatory qualifications and competencies are required
• Self-motivated, independent with good communication and interpersonal skills
• Good command of written and spoken English, Cantonese & Mandarin