Client Centre Exec-Sales

  • Negotiable
  • 深圳, 广东省, 中国
  • 未指明
  • Standard Chartered Bank
  • 2017-03-10

Please view Job Description for details.

Scope Of Role:
角色範圍:

The primary purpose of this position is to support the handling of customer contacts through receiving inbound calls or making outbound calls, including responsibility to:
此職位之主要目的為透過撥出電話和處理客戶之致電與客戶保持聯系, 責任包括:

* Handle account-related enquiries and requests for existing customers
處理現有客戶之相關戶口查詢和要求
* Take referrals from new and existing customers
向新和舊客推荐公司產品
* Promote bank's products and services
推廣公司產品和服務
* Process applications / enrolments
處理申請 / 登記
* Handle customer complaints
處理客戶投訴
* Answer marketing program related enquiry from potentials customer
向客戶解答推廣活動之疑難

* Provide mentoring support for new comers
為新同事提供輔助,傳授知識。

Key Responsibilities/Challenges:
主要職責:

Business and Service Delivery

1. To ensure professional, efficient and quality service to customers
確保提供專業, 有效率和有素質的服務予客戶
2. To meet business objective, services standard & customer retention targets
達到商業要求, 良好服務水平和保留客戶之目的
3. To accept and execute customer instructions
接受和執行客戶指示
4. To ensure efficient problem and complaint resolution
確保有效地解決客戶的疑問和投訴
5. To cross-sell additional bank's products and services
交叉銷售銀行其它產品和服務
6. To capture customer feedback for future improvement
為將來改善服務,收取客戶意見
7. To capture the nature and result of customer contacts
紀錄客戶致電原因及處理安排
8. To perform attrition gating.
保留客戶, 減低流失
9. To meet productivity standard.
達致效率標準
10. To acquire product knowledge and service skill through staff briefing and coaching from supervisor
從上司的訓練和員工簡報中, 吸取產品知識和服務技巧
11. To acquire multi-skill for supporting multi-product targets
吸取多方面技能/知識以達致支援多項產品/服務之目標
12. Using the "Need Base Conversation" to discover customer's hidden needs
应用"Need Base Conversation"技巧以发掘客户的潜在需求

Nature of Transactions

主要交易種類

1. To answer customer enquiries such as :
解答客戶查詢, 例如:
* General enquiries
一般查詢
* Program / campaign details
推廣活動資料
* Customer Account-related enquiries such as account balance, transaction details accrued interest, etc.
有關客戶戶口查詢, 例如戶口結餘, 交易細節, 所得利息等
* Rate enquiries
利率查詢
* Fee and finance charge enquiries
收費查詢

2. To execute / handle Customer instructions and requests
執行 / 處理客戶指示或要求

* Application, enrolment
申請, 登記
* Fulfillment services
履行服務
* Fee and finance charge waivers
豁免收費及行政收費
* Account maintenance
戶口保存
* Material requests
資料要求
* Program benefit redemption requests
活動優惠 / 換領要求

3. To handle customer complaint
處理客戶投訴

Risk Management
風險管理

1. To comply with Group Code of Conduct
遵守集團行为守则

2. To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre.
遵守與你在呼叫中心工作職責的相關程序及控制的要求。

3. To comply with all applicable money laundering prevention procedures and, in particular, report any
suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
遵守所有適用的反洗黑錢程序, 尤其是向反洗黑錢專責職員和直屬上司報告任何可疑活動。

1. To comply with all relevant policies and procedures covering regulatory, local and group requirements.
遵守所有相關的政策和程序, 包括所有監管規條, 本地及集團的要求。

Selection Criteria:
挑選準則:

1. College graduate or above
中學或以上
2. Having 1-2 year's customer service or sales working experience preferable, potential fresh graduate with major in Finance/Management/English or other related are welcome as well
具1-2年客戶服務或推銷工作經驗優先, 歡迎主修金融/管理/英文或其它相關課程之應屆大學畢業生
3. Excellent in Cantonese speaking without any accent
流利廣東話而且不帶鄉音
4. Good command of both oral & written English, those who passed CET-4 or CET-6 are preferable
良好讀寫英語能力, CET-4 或 CET-6合格優先
5. Proficiency in computer usage
熟悉電腦
6. Strong interpersonal and communication skills
善於處理人際關係及良好溝通技巧
7. Able to work under pressure & willing to take challenges
能承受工作壓力 & 勇於接受挑戰
8. Sound working attitude with strong drive
主動並具良好工作態度

Key Roles and Responsibilities

Enter roles and responsibilities

Qualifications and Skills

Enter qualifications and skills

Diversity and Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.