Customer Service Officer 客戶服務主任

Responsibilities:

- Handle inbound customer calls in a professional and courteous manner, addressing inquiries, resolving issues, and providing accurate information about banking products and services.

- Provide exceptional customer service by actively listening to customers, understanding their needs, and offering appropriate solutions and assistance.

- Respond to customer inquiries regarding account balances, transactions, loan information, online banking, and other related services.

- Process customer requests, such as card activations, account updates, and funds transfers, accurately and efficiently.

- Document all customer interactions and transactions in the bank's CRM system, ensuring accurate and thorough record-keeping.

- Collaborate with various departments within the bank to resolve complex customer issues and escalate matters as needed.

- Stay updated on banking policies, procedures, and industry regulations to provide accurate and up-to-date information to customers.

Requirements:

- Fluent in Cantonese, basic in English and Mandarin.

- Previous experience in a call center or customer service role is an advantage.

- Excellent verbal and written communication skills, with the ability to effectively interact with customers from diverse backgrounds.

- Active listening skills and the ability to empathize with customers' needs and concerns.

- Strong problem-solving skills to quickly and effectively address customer issues.

- Proficiency in using computer systems, CRM software, and other relevant technology.

- Ability to multitask and work efficiently in a fast-paced, deadline-driven environment.

- Commitment to maintaining customer confidentiality and adhering to data protection regulations.

- HKDSE or equivalent. Qualified in HKSI 178 and IIQE123 is a plus.

職責：

- 以專業和禮貌的方式處理來電，解答查詢，解決問題，並提供有關銀行產品和服務的準確資訊。

- 透過積極傾聽客戶的意見、了解他們的需求並提供適當的解決方案和協助，提供卓越的客戶服務。

- 回覆客戶有關帳戶餘額、交易、貸款資訊、網路銀行及其他相關服務的詢問。

- 準確且有效率地處理客戶請求，例如信用卡啟動、帳戶更新和資金轉帳。

- 在銀行的 CRM 系統中記錄所有客戶互動和交易，確保準確、徹底的記錄保存。

- 與銀行內各部門合作解決複雜的客戶問題並根據需要升級問題。

- 了解銀行政策、程序和行業法規，為客戶提供準確和最新的資訊。

要求：

- 香港中學文憑考試或同等學歷。

- 粵語流利，英語和普通話基礎。

- 具有客戶服務的經驗。

- 良好的口頭和書面溝通能力，能夠與來自不同背景的客戶進行有效互動。

- 良好傾聽的技巧以及解決客戶需求和擔憂的能力。

- 優秀的問題解決能力，能夠快速有效地解決客戶問題。

- 熟練使用電腦系統、CRM軟體和其他相關技術。

- 能夠在快節奏、截止日期驅動的環境中同時處理多項任務並有效地工作。

- 致力於維護客戶機密並遵守資料保護法規。

- 願意輪班工作會優先考慮。

- 具備 HKSI 178 和 IIQE123 資格者，可申請經理級職位。

Click " Apply Now " to apply for this position or call Carmen Ng at for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only.