Chong Hing Bank

Customer Service Representative (Ref: PCSD-CSR-E)

Chong Hing Bank
Full Time
Junior (less than 3 years)
Lower Secondary / F5 / GCSE
English, Cantonese, Mandarin (Putonghua)

Job Description

Customer Service Representative (Ref: PCSD-CSR-E)

    Responsibilities:
    Inbound
  • Assist in answering inbound calls regarding enquiries on general banking products & services
  • Provide efficient and quality service to satisfy customers’ needs by following established guidelines
  • Respond to customer enquiries and provide solutions and information within the standard service time
  • Handle complaints and collect feedback/suggestions from customers
  • Conduct customer satisfaction survey on bank products/services
  • Make referrals on investment and / or insurance products to responsible sales staff and bring sales opportunities when handling inbound call
  • Meet the productivity standard and achieve the sales quota assigned

  • Outbound
  • Participate in proactive outbound call programs and promote various bank products and services to potential customers
  • Handle complaints and collect feedback/suggestions from customers
  • Conduct customer satisfaction survey on bank products/services
  • Cross-sell banking products and services proactively when handling outbound call
  • Meet the productivity standard
  • Achieve the sales quota assigned
    Requirements:
  • HKCEE / HKDSE with full certificate or above
  • Minimum 1 years’ relevant experience in retail banking, customer service or telesales
  • Obtain recognized insurance and securities examinations, e.g. IIQE, FPE (HKSI) or obtained an exempted status would be an advantage
  • Customer-oriented, good communication and problem solving skills
  • Able to work independently under pressure
  • Good Command in spoken English and Cantonese, and Putonghua would be an advantage
  • Familiar with MS office applications and Chinese Word Processing

Professional Qualifications

  • HKSI - Any Paper

Technical Skills

  • Chinese Word Processing
  • Complaint Handling
  • Customer Service
  • Sales
  • Surveying