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崗位職責(zé):
Trained to handle contacts from customers across multiple products and propositions and has career progressed into a specialist role within the contact centre such as but not limited to call escalations, customer retention, high value sales which require specialty underwriting and/or accreditation skills. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentors peers to achieve the same. 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.
經(jīng)過培訓(xùn)，能夠處理來自多個(gè)金融業(yè)務(wù)和不同主要業(yè)務(wù)的客戶溝通，并在Contact Centre擔(dān)任專業(yè)角色。如但不限于電話呼叫升級(jí)、客戶意見保留、高價(jià)值銷售等也需要專業(yè)技能掌握和責(zé)任心。
提供高質(zhì)量的服務(wù)，以達(dá)到最大的客戶滿意度，解決客戶的查詢。傾聽客戶需求并確定提供相關(guān)業(yè)務(wù)需求。
主動(dòng)完成需要的調(diào)查和客戶追蹤，或負(fù)責(zé)人地引導(dǎo)客戶找到對應(yīng)的部門解決需求。在保證質(zhì)量和合規(guī)性的同事，實(shí)現(xiàn)個(gè)人的績效指標(biāo)。
1. Deals with 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. 以禮貌友好的方式處理與匯豐客戶的聯(lián)系，培養(yǎng)客戶的信心；
2. 盡可能在第一時(shí)間解決客戶問題；
3. 提供客戶基本需求查詢業(yè)務(wù)，并確保客戶清晰了解該業(yè)務(wù)。

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.
11. A knowledge expert who has the ablity to teach/mentor others.