JOB DESCRIPTION:

• 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:

• Degree Holder is an advantage;

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

• Must be suitable for call centre environment;

• Microsoft Office and Outlook. Must be able to talk and type, and with English & Chinese typing skill (traditional & simplified Chinese);

• China business knowledge is an advantage;

• Self-motivated with strong drive to achieve results.Displays professionalism and ability to adapt to change.

• Through real-time text chat (Live Chat) platform, provide professional, accurate and empathetic service support to bank customers, efficiently handle inquiries, complaints and general affairs, and strictly abide by the established service quality standards;

• Proactively participate in the daily maintenance and update of the common problem (FAQ) knowledge base, ensure that the content is accurate, concise and consistent with the latest product, service and promotion information, and enhance self-service efficiency and customer experience;

• Answer customer inquiries about bank accounts, credit cards, loans, deposits, electronic banking, promotional activities, and other products and services in real time;

• Collaborate with team leaders to continuously optimize chat service processes and FAQ application strategies, support cross-department information synchronization and service upgrades;

• Shifts are based on operational needs, with work hours from 9 am to 6 pm and must be coordinated with team scheduling.

• Secondary School Diploma or above; those with a associate degree, higher diploma, or bachelor's degree are given priority;

• Have at least 1 to 3 years of customer service experience, those with banking or financial institution live chat (Live Chat) support experience are preferred;

• Familiar with the call center/customer service center operation environment, able to adapt to the tight rhythm and goal-oriented work mode;

• Proficient in Cantonese, English, and Mandarin, with fluent English and Chinese (traditional and simplified) typing abilities, able to simultaneously engage in multi-line conversations and quick responses;

• Proficient in Microsoft Office (especially Word, Excel) and Outlook email system;

• Understanding the Chinese mainland business environment and basic financial policies is an added bonus;

• High sense of responsibility, self-motivation and result-oriented thinking; able to flexibly respond, maintain a professional attitude, and actively cooperate with team goals and process improvement.

• Weekly 5-day work schedule;

• Enjoy bank public holidays.