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 Customer Service Executive (Contact Centre)
Builds
Customer experience and retention through multi-channel support
Domain
Consumer Banking
Deliverable
client delivery
Required skills
problem-solving, multi-channel communication, cross-buy initiative implementation, operational risk control, compliance adherence
Preferred skills
credit card operations knowledge, banking services knowledge, shift work flexibility, Putonghua fluency
Technologies
contact centre systems, social media platforms, live chat tools
Responsibilities
Respond to product and service enquiries via phone, live chat, offline messaging, and emails; assist customers at varied skill levels to implement inbound cross-buy initiatives; meet individual scorecard targets for call volume, availability, service level, and customer satisfaction; attract and retain customers by answering queries and providing suggestions; report customer complaints and escalate issues to prevent churn; maintain operational risk control and compliance in accordance with DBS or regulatory standards.
Seniority
Specialist, hands-on IC
