Contact Center Agent

Job description

Key Responsibilities:

• Customer Service Management.
• Handle initial contact of inbound calls including customer greeting and service need identification.
• Responds to customer’s inquiries on Bank’s products and services.
• Raises accurate and prompt service requests to the fulfillment teams.
• Facilitates transactions and account maintenance functions over the telephone.
• Navigates customers through the IVR where necessary.
• Identifies opportunities to improve productivity, efficiency and quality in the service team.
• Maintain a positive work environment that foster collaboration among colleagues.
• Perform outbound call on services that require further action or relay information to the Customer.
• Problem solving and able to work extra mile.
• Strive for first call resolution without transferring or escalating the call to other parties.
• Perform cross-selling/up selling and provide referrals triggered by customer request to relevant parties.
• Any other responsibilities assigned by the management.

Requirements:

• Bachelor Degree - Any related field(s).
• Preferably with working experience in customer service, telemarketing, call center or any other related roles which requires frequent interaction with customer.
• Pleasant personality with excellent verbal and written communication skills.
• Excellent telephone etiquette.
• Able to work independently with minimum supervision.
• Strong oral communication and problem solving skills.
• High customer service orientation.
• Computer literate.
• Good stress management ability.
• Must be a strong team player.
• We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.