Job Description

Overview

The applicant is expected to behave as an extension of the brand and take care of our customers to the fullest of their capabilities. If needed, seek help to ensure that we embody the best professional service we can offer our customers.

You are expected to be a team player, capable of representing information on behalf of our clients and Teleperformance as one company.

This includes and is not limited to understanding and behaving in accordance with

(1) the Company values;

(2) Products and Services;

(3) Operating Policies and Procedures; and

(4) Attainment of goals and KPIs.

Qualifications

Education background:

• Bachelor\xe2\x80\x99s Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency

• Mandarin proficiency is a must (read, write and speak)

Minimum Skills Required:

• 6 months to 1 year of minimum experience in Customer Service in Banking Industry
• Decision-making skills and analytical skills are highly needed competencies due to nature of the program
• Flexible to changes and has a sense of urgency. This includes willingness to be upskilled to other functions
• Good time management skills
• Can work under pressure and can deliver set goals
• Confident in handling complex situation
• Conversant and able to convey messages
• Ability to effectively respond to customer needs
• Interpersonal skills required to work well with others Ability to follow directions
• Ability to use the desktop computer system
• Ability to navigate within web-based applications
• Ability to multitask
• Ability to learn at a fast pace
• Good comprehension and listening skills

Work experience:

• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
• Call centre experience is not a \xe2\x80\x98must\xe2\x80\x99 but would be a distinct advantage.

Core Competencies & Proficiencies Levels

• Possess strong communication skills, including the ability to converse, read and write (type) effectively in the English and native language
• Ability to multitask, detailed oriented and possess good problem-solving skills
• Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers
• Passionate in helping to resolve customer issues / queries and complaint handling
• A team player who thrives in a fast paced, dynamic environment
• A self-starter who is able to work independently and under minimal supervision
• Able to determine the problem/sentiment of each interaction and responds professionally
• Communicating with customer through all channels (phone, social media, digital, chat, etc.)

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office

Responsibilities

(May perform other duties as requested that may not be specifically addressed in this document)

CSS\xe2\x80\x99s General Role:

• CSS represents the brand, the culture, and values of our clients
• How you convey will be how our client is perceived by the customers
• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Handle customer\xe2\x80\x99s concerns positively and professionall
• Interact, support, receive feedback/issue report with or for customers

CSS\xe2\x80\x99s Specific Responsibilities and Accountabilities

• Provide timely support to customers through available communication channels (inbound, outbound calls, email and live chat)
• To ensure professional, efficient, and quality service to Clients.
• To accept and execute client instructions
• To ensure efficient problem and complaint resolution
• To cross-sell additional Bank products and services
• To capture client feedback for future improvement
• To capture the nature of Client contacts
• To meet productivity standard
• To acquire product knowledge and service skill through staff briefing and coaching from Team Manager
• Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter
• Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information
• Pro-actively support to customers to prevent damage to brand loyalty
• Identify and escalate priority issues through proper channels when necessar
• Works with other team members in identifying better ways in providing better customer support
• Maintains and improves quality of service by giving recommendations
• Keeps job knowledge up to date by attending upskill training to improve skill
• Meet all key performance indicators set by the company and client
• Adhere to the policies set by the company

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