Specialist, Dual-Product, Customer Centre, Customer Service Hub

Job Duties & responsibilities (List the principal duties. Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity and analysis performed in this position.)

• Act as the major contact point of the Bank to provide service by handling inbound service

call to answer customer inquiries, including banking and credit card products, systems and other inquiries, and resolve customer issues as well as manage identified financial transaction / modification service, etc.

• Perform inbound x-selling / referral for banking and credit card products / services to line up with business needs
• Follow-up customer request and make outbound calls to reply customers when necessary.
• Provide solution to customers’ concern and problems in a timely manner, ensuring customer satisfaction
• Listen to customers’ grievances or complaints. Provide solution to resolve the case or related to appropriate parties to ensure the case is attended.
• Get customers’ opinions and suggestions, e.g. then feedback to supervisors.
• Strictly follow the approved operational procedure/workflow and comply with the required guidelines and measures of Control and Compliance; to complete & meet all customers’ request within risk, compliance and quality standards.

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