Responsibilities

• Provide professional advices and support to resolve every customer request on chat with the agreed service quality principles
• Provide professional advices and support on maintenance of FAQ inventory to ease customer servicing on chat
• Assist customer’s enquiries on services/products/promotions on chat
• Support team leader to maintain FAQ inventory for chat service

Requirements

• Attribute

  Criteria / Candidate Profile

  Education

  Required: Degree Holder

   

  Work Experience

  Minimum 1 year of customer service experience, prefer in the banking industry with chat handling experience

  Computer Skills

  Microsoft Office and Outlook, Chinese typing

  Technical (Product) Knowledge

  Chat handling

   

  Geographical Knowledge

  China business knowledge is an advantage

   

  Voice/tone

  Must be suitable for call centre environment

  Languages Spoken

  English and Cantonese (for HK), Mandarin (for China)

  Writing Skills

  Ability to draft a correspondence with proper grammar, content, format and style

  Typing Skills

  Must be able to talk and type

  English & Chinese typing skill (traditional & simplified Chinese)

  Customer Service Skills

  Ability to prompt and effective resolution of customer issues

  Attitude Towards Customer Service

  Possesses customer-oriented attitude and a can-do spirit; understands the value of service

  Performance Orientation

  Self-motivated with strong drive to achieve results

  Maturity

  Displays professionalism and ability to adapt to change,

  Teamwork

  Ability to work with other colleagues to carry out daily operation

  Residence

  Must be willing to work in the Call Centre’s location, in flexible working hours arrangement for call centre operation