General 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

Specific Duties

• Assist customer’s enquiries on services/products/promotions on chat
• Support team leader to maintain FAQ inventory for chat service

Minimum Requirements for Hire

• Attribute

  Criteria / Candidate Profile

  Education

  Required: Degree Holder

• Work Experience

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

• Computer Skills

  Microsoft Office and Outlook, Chinese typing

  Technical (Product) Knowledge

• Chat handling

  Geographical Knowledge

  China business knowledge is an advantage

• Voice/tone

  Must be suitable for call centre environment

• Languages Spoken

  English and Cantonese (for HK), Mandarin (for China)

• Writing Skills

  Ability to draft a correspondence with proper grammar, content, format and style

• Typing Skills

  Must be able to talk and type

  English & Chinese typing skill (traditional & simplified Chinese)

• Customer Service Skills

  Ability to prompt and effective resolution of customer issues

• Attitude Towards Customer Service

  Possesses customer-oriented attitude and a can-do spirit; understands the value of service

• Performance Orientation

  Self-motivated with strong drive to achieve results

  Maturity

  Displays professionalism and ability to adapt to change,

• Teamwork

  Ability to work with other colleagues to carry out daily operation

• Residence

  Must be willing to work in the Call Centre’s location, in flexible working hours arrangement for call centre operation