Officer, Specialist, Contact Centre, Consumer Banking
Core
First point of contact for customers via phone, email, social media, and chat to handle product/service enquiries, implement cross-buy initiatives, and resolve issues.
Role type
Specialist, Contact Centre, Consumer Banking
Builds
Customer experience and retention through multi-channel support
Domain
Banking / Consumer Finance
Deliverable
dashboards & analysis
Required skills
Problem solving, Communication, Interpersonal skills, Operational risk control, Compliance adherence, Shift work flexibility
Preferred skills
Credit card operations knowledge, Banking services knowledge, Putonghua fluency
Technologies
Phone, Live chat, Offline messaging, Email
Responsibilities
Respond to product and service enquiries across multiple channels, Assist customers at varied skill levels to implement inbound cross-buy initiatives, Meet individual scorecard targets for call volume and satisfaction, Attract and retain customers by providing suggestions, Report customer complaints and escalate issues, Maintain operational risk control and compliance
Seniority
Individual Contributor