Officer, Specialist, Contact Centre, Consumer Banking
Core
First point of contact for customers via phone, email, chat, and social media to resolve product and service enquiries.
Role type
Specialist Customer Service Executive (Contact Centre)
Builds
Customer experience and retention through inbound cross-buy initiatives and issue resolution
Domain
Consumer Banking
Deliverable
client delivery
Required skills
problem solving, customer relationship building, cross-buy initiative implementation, operational risk control, compliance adherence
Preferred skills
credit card operations knowledge, banking services knowledge, shift work flexibility, Putonghua fluency
Technologies
live chat, offline messaging, email platforms
Responsibilities
Respond to product and service enquiries across multiple channels, assist customers at varied skill levels, meet call volume and service level targets, attract and retain customers, report and escalate complaints, maintain operational risk and compliance
Seniority
Specialist, individual contributor