Senior Officer/Officer, Contact Centre, Corporate Banking

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibility

• Deliver consistent excellent inbound / outbound / digital services over the telephone or non-phone means to internal / external customers on corporate banking products in an effective, efficient and quality manner to achieve total customer satisfaction and KPIs.
• Ability to understand customers’ needs and provide appropriate solution and attention.
• Provide advisory service / insight to cope with customer needs, if needed.
• Solicit customers’ feedback and identify problem trends for improvement actions.
• To record, track and coordinate the resolution of all customer queries.
• To adhere to professional standards of behavior & conduct in dealing with customers & fellow CSOs.
• To cross-sell digital solutions to customers.
• Work closely with Team Leader/ Team Head, product owners or business to identify the areas of improvement based on customer enquiries landscape.
• Handle ad-hoc projects or customer issues analysis

Requirement

• Degree or Polytechnic diploma holder (experience in Customer Service environment would be advantageous)
• Minimum 2 years track record of Corporate Banking customer servicing is a plus point.
• Familiarity with Cash and Corporate Banking products in a financial institution
• A pleasant voice, positive telephone manner as well as attentive listening, writing and communication skills.
• Good command of oral and written English, Cantonese and Mandarin
• Proficient in PC skills including Microsoft Office applications.

立即申請

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.