Phone Banking Representative- Contact Center (Mandarin Speaker)

Job Purpose

To provide excellent customer service through effective communication techniques with the knowledge of banking systems and products to ensure customer service standards are met.

Functional Responsibilities 

• Maintains and manages professional knowledge of entire products and services line offered by the bank to ensure exemplary customer service.
• Initiates sales and cross sells banking products and services to ensure targets are met. 
• Resolves customers’ queries within agreed timelines to meet customer satisfaction.
• Ensures interactions with customers are as per bank’s set procedures and regulations.
• Channel complex customer complaints and challenges to the right quarters for effective resolution.

• Resolves customers’ queries within agreed timelines to meet customer satisfaction.
• Ensures interactions with customers are as per bank’s set procedures and regulations.
• Channel complex customer complaints and challenges to the right quarters for effective resolution.

Communication:     Explains or presents factual information to individual or group in a structured way

PC Skills: Ability to use basic computer applications. E.g. MS Office

Listening: To have the ability to listen to customer queries and provide optimum solutions.