Senior Customer Service Executive (6-month contract)

Senior Customer Service Executive (6-month contract)

Kelly Services Hong Kong Ltd
Hong Kong
2-5 years
30000 - 40000 HKD

Job Description


Job Description :
Our Client, A Large multinational bank is now hiring Senior Customer Service Executive for supporting and enhancing their operation
  • Answer hotlines and handle phone enquiries, applications, transactions and requests from customers.
  • 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 brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms
  • Make outbound call to customer to follow up request
  • Handle email/other channel means’ customer enquiry
  • System input for refer request from customer for execution
  • Support fulfillment task/inbound call

Requirement
  • 2 years’ experience in customer service in call centre or Social Media, preferably in banking or credit card industry.
  • Excellent customer servicing, cross-selling and problem solving skills
  • Willingness to work on shift duties
  • Positive attitude and nice/clear tone of voice.
  • Sound knowledge in consumer banking / investment products / Credit Card products / Merchant Services /Social media and operations where applicable
  • Experience in banking products / services is preferred

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