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崗位職責(zé):
Handles medium complexity customer contacts in a contact centre environment typically on multiple products and or propositions and has the required certifications to handle customers (i.e. Advance, PIB). Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.
為客戶提供專業(yè)的電話呼叫中心營(yíng)運(yùn)支持，主要通過(guò)電話與客戶聯(lián)系，解答、處理客人的問(wèn)題或者聯(lián)系客人提供服務(wù)和產(chǎn)品介紹。提供服務(wù)函蓋多個(gè)銀行業(yè)務(wù)范圍，包括信用卡服務(wù)、綜合理財(cái)、工商業(yè)務(wù)、電話理財(cái)銷售、詐騙管理等。
1. Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer's issues at first contact where possible.
2. Delivers what is promised in line with customer expectations.
3. Offers value added products and services based on customer needs analysis and ensures customer understanding of those products.
1. 日常工作包括通過(guò)電話聯(lián)系客戶或相關(guān)部門獲取資料信息，進(jìn)行客戶篩選及風(fēng)險(xiǎn)評(píng)估；
2. 建立與保持良好的客戶關(guān)系并改善客戶服務(wù)質(zhì)素；
3. 按規(guī)定時(shí)間完成分配的任務(wù)，緊跟公司程序監(jiān)控工作流程。

任職要求:
1. Must have education standard to at least high school diploma and be of a legal working age.
2. Must be proficient in language(s) required by the process.
3. Open to working flexible shifting schedules.
4. Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development.
5. Takes pride in delivering what is promised in line with the customer and service expectations.
6. Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order.
7. Ability to work in a high-volume, fast paced environment is required.
8. Proficiency with personal computers and basic software packages and specialised applications.
9. Excellent communication skills and is polite and friendly at all times.
10. Displays patience and empathy.