Education background:

• Bachelor’s Degree or at least Diploma or equivalent in any discipline.

• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)

Minimum Skills Required:

• 6 months to 1 year of minimum experience in Customer Service in Banking Industry


• Decision-making skills and analytical skills are highly needed competencies due to nature of the program


• Flexible to changes and has a sense of urgency. This includes willingness to be upskilled to other functions


• Good time management skills


• Can work under pressure and can deliver set goals


• Confident in handling complex situation


• Conversant and able to convey messages


• Ability to effectively respond to customer needs


• Interpersonal skills required to work well with others Ability to follow directions


• Ability to use the desktop computer system


• Ability to navigate within web-based applications


• Ability to multitask


• Ability to learn at a fast pace


• Good comprehension and listening skills

Work experience:

• Minimum of 6 months work experience in customer support in any industry.

• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field

• Call centre experience is not a ‘must’ but would be a distinct advantage.

Core Competencies & Proficiencies Levels

• Possess strong communication skills, including the ability to converse, read and write (type) effectively in the English and native language


• Ability to multitask, detailed oriented and possess good problem-solving skills


• Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers


• Passionate in helping to resolve customer issues / queries and complaint handling


• A team player who thrives in a fast paced, dynamic environment


• A self-starter who is able to work independently and under minimal supervision


• Able to determine the problem/sentiment of each interaction and responds professionally


• Communicating with customer through all channels (phone, social media, digital, chat, etc.)


• Must be able to speak, read and write in (Simplified) Chinese or Cantonese (Traditional Chinese)

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.

• Computer literate and fully conversant in Microsoft Windows and Microsoft Office

Responsibilities

(May perform other duties as requested that may not be specifically addressed in this document)

CSS’s General Role:

• CSS represents the brand, the culture, and values of our clients


• How you convey will be how our client is perceived by the customers


• Maintaining a positive, empathetic, and professional attitude toward customers at all times


• Handle customer’s concerns positively and professionall


• Interact, support, receive feedback/issue report with or for customers

CSS’s Specific Responsibilities and Accountabilities

• Provide timely support to customers through available communication channels (inbound, outbound calls, email and live chat)


• To ensure professional, efficient, and quality service to Clients.


• To accept and execute client instructions


• To ensure efficient problem and complaint resolution


• To cross-sell additional Bank products and services


• To capture client feedback for future improvement


• To capture the nature of Client contacts


• To meet productivity standard


• To acquire product knowledge and service skill through staff briefing and coaching from Team Manager


• Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter


• Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information


• Pro-actively support to customers to prevent damage to brand loyalty


• Identify and escalate priority issues through proper channels when necessar


• Works with other team members in identifying better ways in providing better customer support


• Maintains and improves quality of service by giving recommendations


• Keeps job knowledge up to date by attending upskill training to improve skill


• Meet all key performance indicators set by the company and client


• Adhere to the policies set by the company