Our Client, an international Bank is looking for CS Support Assistant.
Answer hotlines and handle phone enquiries, applications, transactions and requests from customers.
Applicable to those agents handling the Social Media
responsible for customer engagement on social media with the objective to find and resolve customer issues over social media platform and to do real time monitoring of voice of customers over the platform trawl social media sites on customer issues and feedback and proactively seek opportunities to engage customers with objective to respond/resolve customer queries/feedback within stipulated SLAs through social media and other modes of communication (phone, emails etc)
Actively monitor and elevate customer service experience on social networks
Monitor voice of customers, trends and customer behaviour on social media and highlight to internal business/support units for issues impacting policies, processes and procedures for improvement
Support and protect the DBS brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms
Applicable to those agents handling the fulfilment tasks aside BAU role
Retrieve customer voice message/enquiries from IVR/other systems
Make outbound call to customer to follow up request
System input for refer request from customer for execution
Support fulfillment task/inbound call
Gather information to understand customer’s needs, familiar with product features and benefits and provide correct and appropriate information to customers.
Listen to customers’ feedback or complaints. Provide solutions to resolve the case or relate to appropriate parties to ensure the case is attended.
Identify opportunities and introduce bank products or services to customers, refer prospects to relevant sales team.
Contribute views, opinions and information appropriately. Provide constructive feedback on operational procedure/workflow for service enhancement and efficiency improvement.
Resolve daily operation issues and perform administrative duties.
Be a member of projects or specialized teams to provide tailor-made service to selected customers
Provide training and assistance to junior staff and new hirers of the team.
Perform administrative or operational duties. Also, staff are required to take up the relief function to support various functions when there is a shortage of available staff such as mutually support Card, Banking and "Relevant Individual" License Is related (if applicable).
Strictly follow the approved operational procedure/workflow and comply with the required guidelines and measures of Control and Compliance.
Support any other duties assigned by Line Manager
Remarks: Only those agents registered the "Relevant Individual" License can be eligible for handling those licensed / regulated banking products / services Requirement
2 years’ experience in customer service in call center or Social Media, preferably in banking or credit card industry.
Excellent customer servicing, cross-selling and problem solving skills
Sound knowledge in consumer banking / investment products / Credit Card products / Social media and operations
Experience in banking products / services is preferred
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Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases